AI-Driven Financial Health Support Specialist

RBS; Onchan; On-site; GBP 24,000 - 32,000; Full time

Job summary

RBS is seeking a Financial Health & Support Customer Support Specialist on the Isle of Man to help customers in financial difficulty by understanding their circumstances and identifying suitable solutions. You will work with colleagues across the business to ensure fair customer outcomes and high-quality experiences.

The role emphasizes continuous improvement and responsible use of digital and AI-enabled tools, with a 35-hour work week and a closing date of 02/10/2026.

Qualifications

• Experience in customer service or contact centre environments.
• Ability to manage sensitive or complex conversations with empathy.
• Experience with Financial Health & Support, Collections or Fraud Operations is advantageous.
• Strong case management, investigation and problem-solving skills.
• Ability to explain complex information clearly to diverse customers.

Responsibilities

• Support customers experiencing financial difficulty by understanding circumstances and identifying solutions.
• Collaborate with colleagues and other areas to achieve fair customer outcomes.
• Provide specialist guidance and act as escalation point for complex cases.
• Identify opportunities to simplify or automate processes using digital tools.

Skills

Customer service

Organisational skills

Communication

Empathy

Job description

RBS is seeking a Financial Health & Support Customer Support Specialist on the Isle of Man to help customers in financial difficulty by understanding their circumstances and identifying suitable solutions. You will work with colleagues across the business to ensure fair customer outcomes and high-quality experiences.

The role emphasizes continuous improvement and responsible use of digital and AI-enabled tools, with a 35-hour work week and a closing date of 02/10/2026.