Customer Remediation Consultant

• Opportunity to work with the 5th largest General Insurer in Australia
• Flexible hybrid/remote opportunity across NSW, VIC and QLD
• Must have work experience within operations team.

About Hollard

Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, and pet. Hollard’s unrelenting focus on diversity and inclusion, collaborative partnerships, and delivering great customer outcomes is at the heart of its business model, driven by its purpose of “Using our expertise, integrity and humanity to go further, together" 

Your Team

Reporting to the Customer Remediation & Systemic Issues Manager and being part of the broader Operations Team, Customer Remediation Consultant duties will be varied and will include investigative audits, report findings, recommending solutions and working to support updated training material within Operations. 

The Operations Team is known as the heart of Hollard. The team’s culture revolves around working collaboratively to achieve the best outcomes for our customers. They support one another, ensuring the next person is set up for success. The team moves at speed without compromising quality, they take accountability for their actions and are solutions focused.

• Undertake investigation audits on core claim or policy platforms including listening to calls and data analysis at an individual claim or policy level 
• Determine and document findings from investigation and analysis with meaningful insights and baseline measures. 
• Provide recommended actions to solve the root causes identified and track the progress of actions. 
• Conduct change analysis, including stakeholder analysis, change impact and gap analysis, training needs analysis. 
• Engage with stakeholders to inform of outcomes and actions and support the development of any communication.

About You

• Excellent communication and interpersonal skills, including stakeholder management and presentation skills. 
• Must have strong documentation and report writing skills. 
• Conceptual and analytical skills with the capacity to develop solutions for a range of issues is required.
• Excellent time management skills and ability to meet deadlines.
• Must have strong focus on customer experience.

Working at Hollard

At Hollard you will be part of a supportive, valued and committed team. You will enjoy a challenging and rewarding work environment, career progression opportunities and great staff benefits and corporate discounts. We also offer many benefits to support your professional development and wellbeing including:

Professional and technical development opportunities

• Flexible start and finish times, work from home, and other flexible work from home options to suit your lifestyle.
• Paid parental and partner leave.
• Additional leave options, including 5 well-being days each year.
• Generous employee insurance discounts
• Novated lease options
• Corporate employee discounts from various retailers
• Wellbeing benefits e.g., vaccinations, health insurance discounts, mental wellness training professional memberships, EAP

Hollard is unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion. We actively seek to hire for your different lived experiences (including as relate to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity). These enhance cognitive diversity and psychological safety in our workplace for everyone.

Hollard proudly promotes flexible work including remote work, non-traditional work patterns, and work-family balance.

If you don’t meet all our expected criteria, we strongly encourage you to apply anyway! Our priority is to hire the most talented people we can from all walks of life even if not all our above boxes are ticked.

NO AGENCIES. We will not require any support from Recruitment Agencies and kindly request that no unsolicited resumes are sent to Hollard employees in relation to this role or others. Only direct applications will be considered.

Visit the Hollard careers page to learn about how Hollard will collect, store and handle your personal information.