Remote Customer Remediation & Process Specialist

Auto & General; Brisbane; Hybrid; AUD 80,000 - 120,000; Full time

Benefits offered by this job

Bonuses and perks

Work from home up to two days per week

Volunteer days

Parental leave

Professional development

Wellbeing programs

Job summary

Auto & General is seeking a Customer Remediation Analyst to lead detailed execution and support of remediation programs. You will identify impacted customers, assist in calculating remediation amounts, and deliver compliant customer communications to ensure fair outcomes.

The role involves collaboration with internal teams, QA/testing of remediation data, and developing training and procedures for changes. Hybrid work options apply.

Qualifications

• 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.

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.

Skills

Analytical skills

Data analysis

Process mapping

BPMN

Visio

Autonomy

Tools

BPMN

Visio

Job description

Auto & General is seeking a Customer Remediation Analyst to lead detailed execution and support of remediation programs. You will identify impacted customers, assist in calculating remediation amounts, and deliver compliant customer communications to ensure fair outcomes.

The role involves collaboration with internal teams, QA/testing of remediation data, and developing training and procedures for changes. Hybrid work options apply.