Remediation Specialist
7 days ago
We are seeking a highly skilled Remediation Consultant to join our Remediation Operations Team on a full-time permanent basis. As a Remediation Consultant, you will be responsible for the daily execution of a variety of remediation activities, including the management of inbound and outbound customer contacts, on-system remediation, and process improvement initiatives.
Key Responsibilities- Execute all required remediation corrective actions and treatment plans within core systems as directed.
- Attend and contribute to workshops for root cause analysis, process design, and artefact creation.
- Initiate and contribute to the identification of improvement opportunities for the end-to-end remediation process.
- 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 but not limited to 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.
- Demonstrated understanding of privacy and confidentiality.
- Previous experience in an operational processing environment or frontline customer service environment is required.
- A passion for understanding the customer and being curious to define the problem and how to put the customer first.
- 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 maps 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 and Teams/SharePoint.
Bupa is a global health and wellbeing company that is committed to creating and sustaining a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.
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. We also offer an additional annual leave day for you to focus on your wellbeing and an additional volunteer day each year for you to give back to your community.
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