Customer Remediation Analyst

About the role

Troocoo is recruiting, on behalf of a leading Australian organisation, a Customer Remediation Analyst based in Brisbane. Reporting to the Customer Remediation Program Manager, the analyst plays a hands-on role in executing remediation programs: identifying impacted customers, calculating remediation amounts and delivering customer communications. The role sits within the Risk Support function and supports the first line in applying the Risk Management Framework, including testing control effectiveness and recommending improvements.

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 such as methodologies, customer lists and communication templates.
• Investigate specific customer remediation cases and recommend practical solutions.
• Work 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.

Required profile

• Typically 2 to 4 years of experience 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 and testing.
• Meticulous approach to data, calculations and documentation; proactive in identifying issues and collaborating on solutions.
• Able to quickly absorb the operations and regulatory landscape of a 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.

Required skills

• Business process modelling, including BPMN and Visio
• As-Is and To-Be process mapping and data models
• Data analysis and quality assurance and testing

The organisation describes itself as having a high-performance, high-integrity culture with competitive rewards, benefits, development opportunities and job security. Applications are made through the recruiter, Troocoo.