Member Relations Officer

About the role

Capricorn, one of Australia and New Zealand's largest member-owned organisations, provides financial and business solutions to its 31,000+ Members, with a strong presence in the automotive and machinery aftermarkets. As Member Relations Officer, you will provide responsive, high-quality service to Members by resolving account enquiries and managing cases through to an outcome.

Key responsibilities

• Respond to phone and email enquiries, working within service level agreements and escalating unresolved matters in line with the complaints procedure.
• Coordinate with suppliers, service providers, internal teams and Area Managers to progress queries and keep stakeholders informed.
• Maintain accurate records, including updating CRM interactions and making manual updates in Epicor when required.
• Support Trade Account payments and account transactions, including adjustments, transaction disputes, fraudulent transaction support, reconciliations, refunds and late payment fee requests.

Required profile

• At least two years of experience in a customer service-oriented role.
• A Customer Service Certificate.
• Completion of Year 10 High School Certificate or equivalent is preferred.
• Experience supporting account enquiries, payments, reconciliations, disputes or refunds.
• Experience developing products and partnerships in a membership or network-based organisation.

Required skills

• Intermediate Microsoft Office skills.
• CRM and Epicor experience in a service environment.
• Ability to maintain accurate contact and case records in CRM and operational systems.
• Exposure to basic accounting principles.

What we offer

• Hybrid work model for office-based team members.
• 14 weeks inclusive paid parental leave and two extra paid days off.
• Wellbeing, fitness and lifestyle perks through WHEREFIT and Perkbox.
• Learning and development, including training and study assistance.
• Purchased leave, salary continuance insurance, social club and novated leasing.