Remediation Analyst

12-month Secondment opportunity

The Remediation Analyst role will support the analysis and end to end delivery of remediations impacting TAL customers as well as internal stakeholders. The role is responsible for analysing customer impact due to a remediation and supporting the broader team in the development and delivery of customer remediation activities, including root cause analysis and rectification strategy. The role will work closely with key stakeholders across the TAL business to support the implementation of remediation initiatives within the Individual Life Remediation function. Particular focus is given to ensuring effective customer outcomes in line with TAL’s Customer philosophies within the risk management framework. The Remediation Analyst is responsible for facilitating working groups and workshops to obtain stakeholder engagement and ensure appropriate business oversight and accountability, as well as driving remediation outcomes through the working group discussions.

In this role you will:

• Conducting root cause analysis of identified risks in consultation with the business
• Working with stakeholders during remediation analysis to ensure development of a sound remediation approach and agreement on scope
• Supporting the formulation of strategies and implementation plans for key corrective actions and preventative controls, including obtaining relevant approvals
• Clearly documenting remediation details, decisions, and outcomes in the appropriate document format
• Ensuring high quality of data and record keeping which will support ad hoc remediation reporting as required
• Conducting data-based analysis to determine remediation volumes and financial impact to customers/business
• Liaising with the business to understand as-is processes both to enable policy level review and provide recommendations of to-be processes where required
• Supporting the frontline business by developing FAQ’s, Facts Sheets, and other supporting training documentation
• Supporting Training and Development Teams with roll-out of new processes that have been recommended due to a remediation
• Liaising directly with customers via telephone contact or written communication as required to obtain information or provide update.
• Working with the Individual Life, Line 1 Risk team on incident management and adequate visibility of all items identified requiring remediation
• Ensuring quality checks are completed where required such as customer communications.

Requirements

• 3+ years’ experience within the financial services/life insurance industry
• Familiarity with the Individual Life business unit and TAL-wide procedures, policies, and guidelines
• Strong understanding of the life insurance industry including detailed operational knowledge
• Computer literacy and a good knowledge of relevant software including MS Excel & PowerPoint
• Experience with a life insurance administration and workflow system
• Excellent written and verbal skills in order to articulate technical issues to key business stakeholders
• Strong data analytical skills
• Effective influencing and negotiation skills
• Strong relationship management and stakeholder skills
• Adept at problem solving
• Strong Customer Service skills
• Familiarity with the relevant regulatory and legal compliance requirements (e.g. APRA/Life Act) of a life insurance company
• Experience owning a process to be able to independently manage a work stream
• Experience working in projects including Business Analysis, Project Management or as an SME
• Experience working in a financial remediation or operational risk & compliance role.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.

As part of the recruitment process, there are a number of checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

Additional information

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don’t check every box in the criteria above, we encourage you to apply today or get in touch with us here.

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.