Consultant Gig #1009–SYD–Remediation Agents/Specialists

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

(Resumes) must be lodged by (EOD Tuesday, 10th June). We will review all APT’s and select the best 3 for the client.
– The client will then conduct interviews. Please note that the net rate quoted is an ICG Affiliate rates available for ICG Members only.
– Any previously agreed and documented rates for candidates introduced to ICG via approved 3rd parties will be honoured.

More

Consultant Gig #1008–SYD–Remediation Manager

An existing client for ICG, a customer focussed services company, requires a team of detail-driven and customer-focused individuals to join our team to help ensure data accuracy and clear communication for our valued customers.

Consultant Gig #1006 Singapore/Sydney based–Chief Transformation Officer

An ICG client runs a major global multi branded healthcare business. As part of a structured performance improvement strategy they have identified the need for a proven c-suite level transformation professional able to lead cross functional teams across many brands and geographies concurrently.

Consultant Gig #1005–Sydney–Expert in Payments–Growth & Transformation

Our client is an innovative fintech organisation delivering seamless, customer-centric payment solutions. As the business scales, it is shifting from a legacy platform to a new enterprise-grade ecosystem, focused on unlocking growth opportunities across customer segments, product lines, and operating models.