Bereavement Support Specialist - Compassionate Help Expert

NatWest Group; United Kingdom; On-site; GBP 26,000 - 38,000; Full time

Job summary

NatWest Group is seeking a Bereavements Customer Support Specialist to respond promptly and sensitively to customer queries, with bereavements as the primary area of responsibility. You will guide customers through the bereavement process, validate documents and manage records with care and accuracy.

The role offers opportunities to learn across Complaints, Financial Health & Support and Fraud Operations, with a focus on delivering world-class customer experiences and leveraging digital tools to

Responsibilities

• Managing customer cases from initial contact through to resolution, ensuring excellent customer outcomes and accurate record keeping
• Supporting bereaved family members, executors and representatives through sensitive and often complex customer journeys, providing clear guidance and practical support
• Processing account updates, closures, balance releases and customer payments, while completing key controls and verification activities to protect customer funds
• Handling complex or escalated cases, sharing specialist knowledge and supporting colleagues through coaching and guidance
• Using approved digital and AI‑enabled tools to improve efficiency, reduce administrative effort and enhance customer and colleague experiences
• Working flexibly across Specialist Customer Service to support other specialist disciplines where required

Job description

NatWest Group is seeking a Bereavements Customer Support Specialist to respond promptly and sensitively to customer queries, with bereavements as the primary area of responsibility. You will guide customers through the bereavement process, validate documents and manage records with care and accuracy.

The role offers opportunities to learn across Complaints, Financial Health & Support and Fraud Operations, with a focus on delivering world-class customer experiences and leveraging digital tools to