Customer Remediation Analyst

Auto & General; North Lakes; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Bonus program

Rewards Gateway

Hybrid/hfw

Volunteer days

Parental leave

Professional development

Wellbeing support

On-site events

Employee discounts

Annual celebrations

Job summary

Auto & General is seeking a Customer Remediation Analyst to lead detailed remediation execution, identify affected customers, calculate remediation amounts, and deliver clear communications to ensure fair, compliant outcomes.

You will work with internal teams to map processes, gather requirements, and document methodologies, while supporting continuous improvement and training materials for changes.

Qualifications

• Experience in data analysis, requirements gathering, process mapping, or quality assurance/testing in financial services or insurance.
• Exposure to customer remediation, incident management, or regulatory compliance activities is highly regarded.
• Strong analytical skills with a meticulous approach to data, calculations, and documentation.

Responsibilities

• Gather Remediation Requirements: Collect and analyse business and system requirements for remediation activities.
• Map Remediation Processes: Develop and maintain detailed process maps for remediation workflows.
• Translate System Needs: Translate remediation business rules into functional and IT system specifications.
• Execute QA & Testing: Perform and coordinate testing of remediation calculations, data, and communications.
• Manage Remediation Artefacts: Maintain documentation like methodologies, customer lists, and communication templates.
• Investigate Remediation Cases: Investigate specific customer remediation cases and recommend solutions.
• Collaborate with Stakeholders: Work closely with internal teams to facilitate remediation activities, from planning to execution and reconciliation.
• Support Continuous Improvement: Contribute to enhancing remediation processes and best practices.
• Develop Support Materials: Create and update policies, procedures, and training for implemented changes.
• Take all reasonable directions from leaders to comply with the organisation’s workplace health & safety (WHS) protocols.
• Any other ad hoc duties as reasonably directed by your leadership team.

Skills

Data analysis

Requirements gathering

Process mapping

BPMN

Visio

QA/testing

Regulatory compliance

Stakeholder collaboration

Attention to detail

Tools

MS Visio

BPMN tooling

Data modelling

Job description

The Customer Remediation Analyst is a subject matter expert responsible for the detailed execution and support of customer remediation programs.

About the role

The Customer Remediation Analyst is a subject matter expert role responsible for the detailed execution and support of customer remediation programs. This position plays a critical part in ensuring the accurate identification of impacted customers, supports the precise calculation of remediation amounts, and the effective delivery of customer communications, contributing directly to fair and compliant customer outcomes.

Position Accountabilities

• Gather Remediation Requirements: Collect and analyse business and system requirements for remediation activities.
• Map Remediation Processes: Develop and maintain detailed process maps for remediation workflows.
• Translate System Needs: Translate remediation business rules into functional and IT system specifications.
• Execute QA & Testing: Perform and coordinate testing of remediation calculations, data, and communications.
• Manage Remediation Artefacts: Maintain documentation like methodologies, customer lists, and communication templates.
• Investigate Remediation Cases: Investigate specific customer remediation cases and recommend solutions.
• Collaborate with Stakeholders: Work closely with internal teams to facilitate remediation activities, from planning to execution and reconciliation.
• Support Continuous Improvement: Contribute to enhancing remediation processes and best practices.
• Develop Support Materials: Create and update policies, procedures, and training for implemented changes.
• Take all reasonable directions from leaders to comply with the organisation’s workplace health & safety (WHS) protocols. WHS is everyone’s responsibility.
• Any other ad hoc duties as reasonably directed by your leadership team.

Qualifications and Experience

• Proven experience (typically 2-4 years) in a hands-on analytical, process-driven, or project support role within financial services or insurance.
• Experience in data analysis, requirements gathering, process mapping, or quality assurance/testing.
• Exposure to customer remediation, incident management, or regulatory compliance activities is highly regarded.
• Strong analytical skills with a meticulous approach to data, calculations, and documentation.
• Strong business process modelling skills (BPMN, Visio), As-Is/To-Be process mapping and data models are highly regarded.
• Proactive in identifying issues and collaborating to find practical solutions.
• The ability to absorb and understand specific division operations and, therefore, the regulatory landscape. Specific prior experience working in an operational role within the relevant division is advantageous.
• The ability to work as part of a small team, although self driven with autonomous work.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including:
• Personalised rewards and peer-to-peer recognition
• Exclusive discounts and savings across more than 600 top retailers
• A comprehensive recognition program that celebrates milestones and achievements—helping you feel valued every step of the way
• Work flexibility - with options to work from home up to two days per week.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.