Remediation Specialist – Pet Insurance | Remote, Australia
Most policies never need a second look. Some do, and they'd be yours.
A payment stops collecting. A renewal doesn't bind. An endorsement leaves the record wrong, an email bounces, or a migrated record carries the wrong detail. We need someone to take those policies on and put them right.
About us
ThePetXCompany is an Australian pet insurer. We run our own brand, Knose, and administer pet insurance for Pet Circle and Petsy. We're fully remote across Australia and the Philippines.
The role
You find out what went wrong and fix the policy. You make sure the customer is treated fairly, keep Compliance informed of every incident, and give IT the evidence it needs to find the defect. You close remediation tickets, not IT tickets. When the same defect comes back, you ask why, and you make sure the process owner or IT fixes the root cause.
What you'll do
Run remediations from first finding to close-out across teams in Australia and the Philippines, holding the plan, dates and evidence.
Work the exception queue from weekly data sweeps and from teams who find problems, and return each policy to its normal lifecycle.
Size every problem: how many policies, how much money, since when.
Write the remediation plan, get sign-off from the leader who owns that part of the customer journey (Finance for money, Pricing for premiums, Claims, Customer Care, Compliance for customer letters) and keep them informed until close.
Work with the data team to fix records, one at a time or in bulk.
Log the root cause of every incident, write the IT ticket with evidence, and work with QA to confirm the fix in production.
Write plain English customer communications and close-out records, and sometimes speak with affected customers.
Use AI tools to improve how we find and fix exceptions: automated quality checks across the policy lifecycle (renewal offers, instalment schedules, compliance samples), and small tools for repetitive work, with AI writing the code and you checking it.
What you bring
5+ years in financial services operations, working on the record, not only the report. Personal lines insurance policy admin (home, motor, pet, travel) is preferred; retail banking operations is a strong second.
Remediation program experience: scoping a cohort, working out what's owed, customer letters, close-out evidence. Knowing ASIC RG 277 is a plus.
Hands-on use of a policy admin or core banking system, including back-office screens.
Strong reconciliation skills, ideally from accounting or finance operations. You reconcile to the row, not the total.
You use AI tools such as Claude for analysis and reconciliation, and you check the output. Confident in Excel.
Strong interpersonal skills, excellent writing, and the confidence to hold senior leaders to a plan and raise bad news early and plainly.
You've coordinated work across teams to dates, and could lead a small team as the role grows.
You're comfortable saying "this one is mine".
A private, secure home workspace, reliable internet, and care with personal information under the Australian Privacy Principles.
Nice to have
Underwriting agency or MGA experience
Payment gateways, direct debit and dunning
A system migration, from the operations side
SQL or Python
The details
Location: Remote, anywhere in Australia, working business hours in your own state
Type: Full time, permanent
Reports to: Program Manager
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