Compassionate Bereavement Support Specialist

NatWest Group; United Kingdom; On-site; GBP 21,000 - 27,000; Full time

Job summary

NatWest Group is seeking a Bereavements Customer Support Officer to provide compassionate support to customers and bereaved families following a death, guiding them through the bereavement process and ensuring records and accounts are updated accurately.

You will respond to queries, support operational processes, and collaborate with specialists to resolve complex cases while using approved digital tools to improve efficiency and outcomes.

Qualifications

• To be successful in this role, you'll have excellent organisational skills, strong attention to detail, and the ability to manage multiple tasks in a fast-paced environment.
• You'll be confident communicating with customers, including during sensitive and emotionally challenging situations, and will be committed to delivering a compassionate, professional and customer-focused service.
• Experience in a customer service, operations, administration or contact centre environment would be advantageous.

Responsibilities

• Providing crucial support to customers and families following the notification of a customer's death, guiding them through the bereavement process and ensuring records and accounts are updated accurately and sensitively.
• Responding to customer and business queries, supporting the delivery of operational processes and controls, and identifying opportunities to improve service and efficiency.
• Managing bereaved family members, executors and representatives throughout the bereavement journey with a compassionate, professional service.
• Maintaining accurate records, validating documentation and updating customer accounts and internal systems in line with policies and regulatory requirements.
• Processing account closures, customer payments and balance releases with verification activities to ensure funds are handled safely and securely.

Skills

Organisational skills

Attention to detail

Communication skills

Empathy and compassion

Problem solving

Customer service experience

Tools

Microsoft Office

PowerPoint

Excel

Word

Job description

NatWest Group is seeking a Bereavements Customer Support Officer to provide compassionate support to customers and bereaved families following a death, guiding them through the bereavement process and ensuring records and accounts are updated accurately.

You will respond to queries, support operational processes, and collaborate with specialists to resolve complex cases while using approved digital tools to improve efficiency and outcomes.