ROLE PURPOSE

Reporting to the Remediation Team Leader, the Remediation Officer supports the delivery of fair, accurate and timely outcomes for customers. The role operates across a broad remit that extends beyond traditional remediation, including quality assurance, operational activity and support to other areas of the business as required. The successful applicant will be comfortable working across a range of activities in a dynamic environment where priorities are shaped by business needs.

KEY RESPONSIBILITIES

Remediation Execution

· Support the delivery of financial, non-financial and unclaimed monies remediation activities in line with approved processes.

· Maintain remediation work queues, task lists and customer records to support timely completion of remediation actions.

· Prepare, validate and update customer and remediation data, including contact outcomes, payment status and closure evidence.

· Identify data issues, processing errors, missing information or customer contact barriers and escalate these for resolution.

Customer Contact and Outcomes

· Issue approved customer communications across appropriate channels, including email, post, SMS and phone-based follow up where required.

· Apply customer contact strategies consistently across similarly impacted customers.

· Respond to customer queries within role scope and refer complex matters to the appropriate internal team or escalation pathway.

· Support fair and customer-focused outcomes by ensuring remediation actions are completed accurately and consistently.

Payments, Reconciliation and Record Keeping

· Assist with preparation of remediation payment files and supporting documentation for review and processing.

· Track payment outcomes, rejected payments, missing banking details and remediation items requiring follow up or reprocessing.

· Maintain clear evidence of customer communications, decisions, payment confirmations and closure outcomes.

· Ensure remediation records are complete, accurate and audit-ready.

Quality Assurance and Broader Operational Support





· Undertake quality assurance reviews and checks across customer, remediation and operational activity, documenting findings and supporting resolution of matters identified.

· Contribute to operational remediation and rework activity, including record corrections, reprocessing and closure of follow-up actions arising from incidents, issues or reviews.

· Support reviews, assessments, testing, data validation and related assurance activity as required.

· Provide support to other areas of the business from time to time, commensurate with the experience, capability and skill level of the role.

Reporting, Governance and Continuous Improvement

· Provide regular updates on assigned remediation tasks, including completed items, outstanding actions, customer contact status and emerging issues.

· Support preparation of remediation status reporting, dashboards, closure materials and evidence packs.

· Follow approved procedures, templates and controls to support compliant and consistent remediation delivery.

· Contribute to process improvements that strengthen customer outcomes, efficiency, reporting quality and record keeping.

ROLE REQUIREMENTS

Essential

· Experience in customer operations, claims, complaints, remediation, administration, insurance or another regulated environment.

· Strong attention to detail and ability to work accurately with customer information, payment data and operational records.

· Ability to follow procedures, templates and work instructions consistently.

· Clear and professional communication skills, including written and verbal communication with customers and internal stakeholders.

· Strong organisational skills, including the ability to manage allocated tasks, meet deadlines and escalate issues early.





· Sound judgement when handling sensitive customer matters and confidential information.

· Intermediate Microsoft Excel skills and confidence using Microsoft 365 tools such as SharePoint, Microsoft Lists and Teams.

· A flexible and adaptable approach, with demonstrated capability to work across remediation, quality assurance and broader operational activity as business priorities change.

Desirable

· Exposure to remediation processes, customer contact, payment processing, validation, reconciliation or closure activities.

· Experience working with claims platforms, contact centre systems, case management tools, dashboards or workflow queues.

· Understanding of insurance operations, customer fairness obligations, complaint handling or regulatory expectations.

· Experience supporting quality assurance or quality checking, operational remediation or rework, reconciliation, reporting or audit activity.

SKILLS WE ARE LOOKING FOR

· High attention to detail, with the ability to identify errors, gaps or inconsistencies in customer, payment and operational records.

· Robust organisational skills, including the ability to manage competing priorities, maintain clear task tracking and meet agreed timeframes.

· Clear written and verbal communication skills, with confidence engaging customers and internal stakeholders in a professional and empathetic manner.

· Sound judgement and discretion when handling sensitive customer information, confidential records and fair customer outcomes.

· Comfort working with data, spreadsheets, workflow queues and systems to support validation, reconciliation, reporting and evidence capture.

· A practical problem-solving mindset, with the ability to investigate issues, follow process and escalate risks or blockers early.

· Adaptability and willingness to support a broad range of remediation, quality assurance and operational activities as business needs change.

· A customer-focused approach, with a commitment to accuracy, fairness, consistency and timely resolution.

📌 Remediation Specialist (Brisbane)
🏢 Redion ANZ
📍 Brisbane