Consultant Gig #1009-SYD-Remediation Agents/Specialists

Client<\/span><\/span><\/span>
<\/span><\/span><\/span><\/span><\/p>

<\/span>An existing client for ICG, a customer focussed services company, requires a team of<\/span> <\/span><\/span>detail\-driven and customer\-focused individuals to join our team to help ensure data accuracy and clear communication for our valued customers.<\/span><\/b><\/span><\/span>
<\/span><\/span><\/span><\/span><\/p><\/span><\/span><\/span><\/span>

<\/span><\/span><\/span><\/span><\/span><\/p>

We're looking for<\/span> <\/span><\/span>Remediation Specialists<\/span><\/b> <\/span><\/span>to support a short\-term project focused on correcting customer records and resolving account discrepancies.<\/span><\/span><\/span>

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Role<\/span><\/span><\/span><\/span><\/span>
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• Review and update customer records in internal systems<\/span><\/span><\/span><\/span><\/span>
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• Reach out to customers to collect missing information<\/span><\/span><\/span><\/span><\/span>
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• Clarify account issues related to charges or balances<\/span><\/span><\/span><\/span><\/span>
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• Communicate fee adjustments clearly and professionally<\/span><\/span><\/span><\/span><\/span>
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• Work with internal teams to ensure accuracy and consistency<\/span><\/span><\/span><\/span><\/span>
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  Skills and Experience Required:<\/span><\/span><\/span><\/b><\/span><\/span><\/span><\/span><\/span>
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  1.<\/span> <\/span><\/span>Attention to Detail<\/span><\/span><\/b><\/span>
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  • Meticulously reviews data and records for inconsistencies<\/span><\/span><\/span>
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  • Able to identify small discrepancies in customer accounts or documentation<\/span><\/span><\/span>
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  • Maintains high levels of accuracy across repetitive tasks<\/span><\/span><\/span>
    <\/span><\/li>\n <\/ul>

    2.<\/span> <\/span><\/span>Analytical Thinking<\/span><\/span><\/b><\/span>
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    • Can investigate the root cause of data or fee\-related issues<\/span><\/span><\/span>
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    • Understands how to interpret and cross\-reference customer records<\/span><\/span><\/span>
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    • Able to apply judgement in determining correct remediation actions<\/span><\/span><\/span>
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      3.<\/span> <\/span><\/span>Communication Skills<\/span><\/span><\/b><\/span>
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      • Clear and professional written and verbal communication<\/span><\/span><\/span>
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      • Capable of explaining complex issues (e.g., fee adjustments) in simple terms<\/span><\/span><\/span>
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      • Skilled at interacting with customers who may be confused, frustrated, or concerned<\/span><\/span><\/span>
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        4.<\/span> <\/span><\/span>Customer Service Orientation<\/span><\/span><\/b><\/span>
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        • Empathetic and patient with customers<\/span><\/span><\/span>
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        • Understands how to deliver difficult messages (e.g., fees owing) tactfully<\/span><\/span><\/span>
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        • Ensures a positive customer experience even while correcting issues<\/span><\/span><\/span>
          
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          5.<\/span> <\/span><\/span>Problem Solving<\/span><\/span><\/b><\/span>
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          • Can work through unclear or incomplete information<\/span><\/span><\/span>
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          • Makes informed decisions on how to resolve customer account issues<\/span><\/span><\/span>
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          • Applies logic and process to ambiguous scenarios<\/span><\/span><\/span>
            
            <\/span><\/li>\n <\/ul>

            6.<\/span> <\/span><\/span>Systems and Data Proficiency<\/span><\/span><\/b><\/span>
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            • Experience with CRM or customer information systems (e.g., Salesforce, SAP, or proprietary platforms)<\/span><\/span><\/span>
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            • Confident navigating spreadsheets, case management tools, and ticketing systems<\/span><\/span><\/span>
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            • Comfortable with basic data entry, auditing, and reconciliation<\/span><\/span><\/span>