A little about us We’re a Member-owned organisation with over 30,000 automotive and allied repair Members across Australia and New Zealand, ranging from national franchises to your local family workshop. Since 1974 we’ve been supporting our Members with the solutions that really matter, centred around our flagship Trade Account which gives our Members access to instant credit with over 2,000 Preferred Suppliers, simplified monthly expenses, and a generous rewards program as the cherry on top. Beyond that, our Members can also access a wide range of exclusive products each designed to support our Members to thrive. Whether they need equipment finance to grow their business, insurance products to protect what matters most, or an award-winning travel agency to book their next getaway, Capricorn can help. Member Resolution Officer Help us turn challenges into opportunities for our Members. We’re looking for a confident and empathetic professional to join our team as a Member Resolution Officer. In this role, you’ll manage complaints and disputes through our Internal Dispute Resolution (IDR) process, ensuring fair and timely outcomes that align with regulatory and compliance standards. You’ll also play a key role in identifying opportunities to improve Member experience through actionable insights. This new position will play a key role in the Capricorn Mutual claims team. The Mutual protection product is kind of like insurance, but different. Think of it as an alternative to insurance! What You’ll Be Responsible For • Managing escalated complaints and disputes with professionalism and care. • Conducting fair investigations and recommending resolutions for complex cases. • Collaborating with internal teams to ensure thorough and effective complaint handling. • Providing insights into Member experience to support service improvements. • Ensuring all activities comply with relevant industry codes and regulations. What You’ll Bring Skills and Attributes • Strong written and verbal communication skills. • Excellent attention to detail and organisational abilities. • Analytical thinking and sound problem-solving skills. • Initiative and the ability to work independently. • Confidence and resilience when dealing with sensitive or contentious matters. Experience • Previous experience in a similar role within the finance or insurance industry. • Claims handling experience. • Solid understanding of insurance policies and technical interpretation. Qualifications • ANZIIF qualification or equivalent business experience (desirable). A little on life at Capricorn Joining our community is about more than just a job, so here’s what’s in it for you: • Work flexibility – We’re all unique, and so are the ways in which we work. Whether it’s flexible hours or WFH arrangements, we’ll work with you to find the best way for us to work together. • Development Opportunities – your success is ours too. We provide training opportunities and development to give you the tools you need to grow. • Paid parental leave – during life’s most important times, we support parents’ leave (for both parents) and their transition back to work. • Get social – our social calendar is full, with a range of different virtual and face-to-face events to keep us connected. • A place you want to be – from the sweeping city views, coffee on tap and the general buzz of our team, Capricorn is a place you want to be. • A cherry on top – we’ve got a heap of benefits that our team actually use, including a fantastic reward and recognition program, wellness program, additional leave purchase and so much more! • Amazing Benefits – Unlock amazing benefits at Capricorn. We offer all staff free gym membership near the office, discounted private health benefits and all inclusive working from home kits to get you started! Sound like you’d be a good fit? If you are ready to become part of a growing community and make a real impact, get in touch today. For further information, support with your application and details on Capricorn, please visit our website at capricorn.coop/careers
