Client 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 transparent communication for our valued customers.

We’re looking for Remediation Specialists to support a short-term project focused on correcting customer records and resolving account discrepancies.

Role

- 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. (AEDT)

- All Accredited Professional must become a Member of ICG if not already the case

- APT’s (Resume's) 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 rate available for

ICG Members only.

- Any previously agreed and documented rates for candidates introduced to ICG via approved 3rd parties will be honoured.

📌 Consultant Gig #1009–SYD–Remediation Agents/Specialists (Sydney)
🏢 Internal Consulting Group
📍 Sydney