Member Response Consultant

Job description

Member Response Consultant | RAA | Adelaide

RAA has proudly served South Australians and Broken Hill communities since 1903, offering trusted insurance, motoring, travel and home services to over 830,000 members. With a strong commitment to our purpose- better for members better for our community- RAA is passionate about creating a safer, more sustainable future. 

To continue providing the high level of service our members know and trust, RAA’s general insurance business is proudly backed by Allianz Australia Insurance Limited- part of the global Allianz Group. This partnership brings together RAA’s deep local understanding with Allianz’s global expertise, delivering the best of both local care and international strength for our members

About the role

• Review and manage complaints through the RAA Insurance (RAAI) internal dispute resolution (IDR) process.
• Adopt a proactive attitude toward prompt resolution, including and following up on enquiries and upholding service level agreements with complainants and key stakeholders.
• Prepare all documentation in a professional and timely manner and in accordance with the organisations IDR framework.
• Adhere to documented processes detailed in the knowledge management system to deliver consistent quality complaint outcomes.
• Use knowledge and experience to make sound customer service and commercial decisions that achieve acceptable outcomes for the Member and for RAA.
• Manage all complex and sensitive interactions, including but not limited to family violence, financial hardship and vulnerability, in accordance with organisational standards.

About You

• Experienced in managing Home or motor claims. With ideally a solid background in Dispute resolution, negotiation or mediation.
• Ability to display empathy and a sensitive approach in the management of complaints
• Exceptional communication and interpersonal skills, both verbal and written, with a strong customer service focus and the ability to conduct challenging negotiations effectively.
• Time management skills and the ability to work autonomously and/or collaboratively as part of a team under limited direction.
• Ability to use multiple pieces of information and apply knowledge, experience and critical thinking to form a position to make considered decisions or recommendations
• Ability to interpret and review policies, relevant legislations and/or standard. Ideally, you will hold ANZIIF Insurance qualifications.
• A passion for leveraging emerging technologies to stay ahead in a fast -changing digital world

Benefits and perks 

• Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day!  

• Flexible Work-Life Balance: Enjoy flexible and remote work options and workplace adjustments, with support for your work/life balance.  

• Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources. 

• Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer! 

• For more details about our benefits, visit the Allianz Careers site. 

About Allianz Group 

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.  

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Adjustments and support  

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.