Remediation Specialist
Core
Investigate and resolve complex customer complaints and disputes arising from improper sales practices, acting as a customer advocate to ensure fair outcomes and regulatory compliance.
Role type
Senior IC remediation specialist (customer advocacy)
Builds
Fair remediation outcomes for impacted customers and systemic process improvements
Domain
Telecommunications / Customer Experience / Regulatory Compliance
Deliverable
client delivery
Required skills
Complex case investigation, root cause analysis, remediation framework application, stakeholder management, vulnerability assessment, regulatory knowledge
Preferred skills
Experience with TIO disputes, Financial Counsellor referrals, executive escalations
Responsibilities
Assess and investigate customer cases across remediation programs and disputes; Review and analyse high-profile cases to develop remediation recommendations; Lead complex investigations collaborating with Legal, Regulatory, and Quality Control teams; Identify root causes and translate insights into process improvements; Support proactive remediation initiatives aligning with regulatory obligations
Seniority
Senior, hands-on IC
