Bereavements Support Specialist — Empathy with AI Tools

Royal Bank of Scotland; United Kingdom; On-site; GBP 22,000 - 28,000; Full time

Job summary

Royal Bank of Scotland is seeking a Bereavements Customer Support Specialist to deliver compassionate, professional support to customers during difficult times and guide families through the bereavement process.

You will respond to queries, validate documentation, manage records with sensitivity, and collaborate with the Specialist Customer Service Team to share knowledge and improve the service using approved digital tools.

Qualifications

• Excellent interpersonal skills and ability to handle sensitive situations.
• Experience in Bereavements, Complaints, Financial Health & Support, Fraud Operations, Customer Service or Contact Centre environments.
• Willingness to coach or support colleagues and share knowledge.

Responsibilities

• Manage customer cases from initial contact through to resolution, ensuring excellent outcomes and accurate records.
• Support bereaved family members, executors and representatives through sensitive journeys with clear guidance.
• Process account updates, closures, balance releases and customer payments with key controls.
• Handle complex or escalated cases, sharing specialist knowledge and coaching colleagues.
• Use approved digital and AI-enabled tools to improve efficiency and experiences.
• Work flexibly across Specialist Customer Service to support other disciplines when required.

Skills

Empathy

Communication

Customer Service

Coaching

Record Keeping

Problem Solving

Job description

Royal Bank of Scotland is seeking a Bereavements Customer Support Specialist to deliver compassionate, professional support to customers during difficult times and guide families through the bereavement process.

You will respond to queries, validate documentation, manage records with sensitivity, and collaborate with the Specialist Customer Service Team to share knowledge and improve the service using approved digital tools.