Customer Remediation Analyst

Troocoo Pty; Brisbane; On-site; AUD 80,000 - 110,000; Full time

Job summary

Troocoo Pty is partnering with a leading Australian organisation to appoint a Customer Remediation Analyst. Based in Brisbane, you will perform hands-on remediation work, identifying impacted customers and ensuring accurate remediation amounts while communicating outcomes effectively.

Reporting to the Customer Remediation Program Manager and operating within the Risk Support function, you will apply the Risk Management Framework, test controls, and support improvements.

Qualifications

• You have typically 2 to 4 years of experience in a hands-on analytical, process-driven or project support role within financial services or insurance.
• You have experience in data analysis, requirements gathering, process mapping or quality assurance and testing.
• You bring strong business process modelling skills, including BPMN and Visio, as well as As-Is and To-Be process mapping and data models.
• You take a meticulous approach to data, calculations and documentation.
• You are proactive in identifying issues and collaborating with others to reach practical solutions.

Responsibilities

• Gather and analyse business and system requirements for remediation activities.
• Develop and maintain detailed process maps for remediation workflows.
• Translate remediation business rules into functional and IT system specifications.
• Perform and coordinate testing of remediation calculations, data and communications.
• Maintain remediation artefacts, including methodologies, customer lists and communication templates.
• Investigate specific customer remediation cases and recommend practical solutions.
• Work closely with internal stakeholders to facilitate remediation execution.
• Contribute to continuous improvement of remediation processes and best practice.
• Create and update policies, procedures and training materials to support implemented changes.

Skills

Data analysis

Requirements gathering

Process mapping

QA testing

BPMN

Visio

Education

Bachelor's degree

Tools

BPMN

Visio

Job description

About the opportunity

Troocoo is partnering with a leading Australian organisation to appoint a Customer Remediation Analyst. Reporting to the Customer Remediation Program Manager, you will play a hands‑on role in the detailed execution of remediation programs, ensuring impacted customers are accurately identified, remediation amounts are precisely calculated and customer communications are delivered effectively.

The role sits within the Risk Support function. You will provide specialist support to the first line on the application of the Risk Management Framework, including testing control effectiveness and recommending improvements. The organisation is known for a high-performance, high-integrity culture and offers competitive rewards, benefits, development opportunities and job security.

Key responsibilities

• Gather and analyse business and system requirements for remediation activities.
• Develop and maintain detailed process maps for remediation workflows.
• Translate remediation business rules into functional and IT system specifications.
• Perform and coordinate testing of remediation calculations, data and communications.
• Maintain remediation artefacts, including methodologies, customer lists and communication templates.
• Investigate specific customer remediation cases and recommend practical solutions.
• Work closely with internal stakeholders to facilitate remediation execution.
• Contribute to continuous improvement of remediation processes and best practice.
• Create and update policies, procedures and training materials to support implemented changes.

About you

• You have typically 2 to 4 years of experience in a hands‑on analytical, process‑driven or project support role within financial services or insurance.
• You have experience in data analysis, requirements gathering, process mapping or quality assurance and testing.
• You bring strong business process modelling skills, including BPMN and Visio, as well as As‑Is and To‑Be process mapping and data models.
• You take a meticulous approach to data, calculations and documentation.
• You are proactive in identifying issues and collaborating with others to reach practical solutions.
• You can quickly absorb the operations and regulatory landscape of a specific division.
• Exposure to customer remediation, incident management or regulatory compliance is highly regarded, as is prior operational experience in general insurance.
• A relevant Bachelor’s degree and/or industry qualifications are desirable.