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Remediation Specialist

2 months ago

Melbourne, Victoria, Australia Bupaoptical Full time
About the Role

We are seeking a highly skilled Remediation Consultant to join our Remediation Operations Team. As a Remediation Consultant, you will be responsible for the daily execution of remediation activities, including the management of customer contacts, system remediation, and process improvement.

Key Responsibilities
  • Execute all required remediation corrective actions and treatment plans within core systems as directed.
  • Manage inbound and outbound customer contacts, including claims, policy, premium, billing, and payments.
  • Attend and contribute to workshops for root cause analysis, process design, and artefact creation.
  • Identify and escalate blockages or new scenarios not supported in the processes for analysis and problem-solving.
  • Keep documentation in line with program and framework principles and as instructed by program and remediation operations leadership.
  • Achieve or exceed performance targets, including Average Handling Time (AHT), Quality, Risk, and Compliance.
  • Perform autonomously and demonstrate time management skills.
  • Display empathy and superior customer service interaction skills, adhering to Case Management best practice and follow-up procedures.
  • Undertake all duties while maintaining compliance with internal policies, procedures, external laws, regulations, standards, and industry codes.
  • Demonstrate understanding of privacy and confidentiality.
About You

We are looking for a candidate with previous experience in an operational processing environment or frontline customer service environment. You should have a passion for understanding the customer and being curious to define the problem and how we put the customer first.

You will need to have:

  • Proven ability to make decisions based on business policies and customer needs.
  • Excellent time and task management skills and solution-oriented/problem-solving mindset.
  • Familiarity with process map and work instruction/knowledge documentation used by operations environments.
  • Strong attention to detail, enthusiastic, and motivational attitude.
  • Possess excellent communication skills – written, auditory, and verbal.
  • Strong desire for personal growth and development.
  • Ability to take ownership and follow through on commitments.
  • High proficiency in computer literacy, and ability to navigate through multiple systems and processes.
  • Moderate skill in MS Office applications, in particular Excel & Teams/SharePoint.
What We Offer

We offer a range of benefits, including:

  • Fully subsidised health insurance products.
  • Discounts on travel, car, and home products, as well as discounts on Bupa services such as Dental and Optical, skin checks, and vaccinations.
  • Discounted products and services via our extensive partner network, like Apple, Endota Spa, New Balance, Garmin, JB Hi Fi.
  • An additional annual leave day for you to focus on your wellbeing.
  • An additional volunteer day each year for you to give back to your community.