Bereavement Support Specialist — Empathy & AI Tools

RBS; United Kingdom; On-site; GBP 26,000 - 32,000; Part time

Job summary

RBS is seeking a Bereavements Customer Support Specialist to deliver compassionate guidance and resolve complex bereavement-related inquiries, ensuring accurate record keeping and secure handling of customer funds.

You will respond to queries with empathy, navigate sensitive journeys for families, executors and representatives, and leverage AI-enabled tools to enhance efficiency and customer experiences. Office-based role with flexible coverage across specialties.

Qualifications

• Bereavements experience beneficial
• Experience in customer service or contact centre environments beneficial
• Experience coaching or supporting colleagues beneficial

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

RBS is seeking a Bereavements Customer Support Specialist to deliver compassionate guidance and resolve complex bereavement-related inquiries, ensuring accurate record keeping and secure handling of customer funds.

You will respond to queries with empathy, navigate sensitive journeys for families, executors and representatives, and leverage AI-enabled tools to enhance efficiency and customer experiences. Office-based role with flexible coverage across specialties.