We’re looking for Remediation Specialists to support a short-term project focused on correcting customer records and resolving account discrepancies.
- Review and update customer records in internal systems
- Reach out to customers to collect missing information
- Clarify account issues related to charges or balances
- Communicate fee adjustments clearly and professionally
- Work with internal teams to ensure accuracy and consistency
Skills and Experience Required:1. Attention to Detail
- Meticulously reviews data and records for inconsistencies
- Able to identify small discrepancies in customer accounts or documentation
- Maintains high levels of accuracy across repetitive tasks
2. Analytical Thinking
- Can investigate the root cause of data or fee-related issues
- Understands how to interpret and cross-reference customer records
- Able to apply judgement in determining correct remediation actions
3. Communication Skills
- Clear and professional written and verbal communication
- Capable of explaining complex issues (e.g., fee adjustments) in simple terms
- Skilled at interacting with customers who may be confused, frustrated, or concerned
4. Customer Service Orientation
- Empathetic and patient with customers
- Understands how to deliver difficult messages (e.g., fees owing) tactfully
- Ensures a positive customer experience even while correcting issues
5. Problem Solving
- Can work through unclear or incomplete information
- Makes informed decisions on how to resolve customer account issues
- Applies logic and process to ambiguous scenarios
6. Systems and Data Proficiency
- Experience with CRM or customer information systems (e.g., Salesforce, SAP, or proprietary platforms)
- Confident navigating spreadsheets, case management tools, and ticketing systems
- Comfortable with basic data entry, auditing, and reconciliation
7. Time Management & Prioritisation
- Works efficiently to meet daily or weekly remediation targets
- Balances speed with quality in record reviews and customer follow-ups
- Manages a personal caseload with minimal supervision
8. Confidentiality & Discretion
- Handles sensitive customer data and financial information responsibly
- Understands compliance and data protection standards (e.g., privacy legislation)
9. Adaptability & Resilience
- Thrives in fast-paced or changing environments
- Open to feedback and capable of adjusting to updated processes or priorities
10. Team Collaboration
- Works effectively with remediation managers, QA teams, and other departments
- Shares knowledge, flags issues early, and supports continuous improvement
Logistics:
Start date – Timing: The aim is to commence work in the first week of July. Duration: Initial project will run for 6 months
Location: Sydney, with a strong preference to work from the office due to the customer service and remediation nature of the role.
Rate: Rate to the Remediation Specialists will be $450-500/day
Application Close Date: No later than EOD Tuesday, 10th June 2025. (5:00 pm) 2025 (AEDT)
– All Accredited Professionals must become a Member of ICG if not already the case