Compassionate Bereavement Support Specialist

RBS; United Kingdom, United Kingdom; On-site; GBP 22,000 - 32,000; Full time

Job summary

RBS is seeking a Bereavements Customer Support Specialist to respond to customer queries with empathy and professionalism, guiding families through the bereavement process and ensuring accurate records are maintained. You will handle sensitive cases, provide clear guidance, and use AI-enabled tools to enhance efficiency and customer experiences.

You will join a Specialist Customer Service Team, with opportunities to support complaints, financial health and fraud operations as required.

Qualifications

• Experience within Bereavements, Complaints, Financial Health & Support, Fraud Operations, Customer Service or Contact Centre environments would be beneficial.
• Strong customer service experience and the ability to manage sensitive or complex customer conversations.
• Excellent communication, organisation and stakeholder management skills.
• Experience of managing customer cases and maintaining accurate records.
• The ability to make informed decisions and exercise sound judgement.
• An awareness of industry developments, regulatory requirements and customer needs.
• A passion for continuous improvement, innovation and AI-enabled ways of workings.

Responsibilities

• Responding to customer queries promptly, professionally and sensitively, ensuring the right outcomes are achieved while delivering a world-class customer experience.
• Support bereaved family members, executors and representatives through sensitive and often complex journeys, providing guidance and practical support.
• Process account updates, closures, balance releases and customer payments, while completing controls to protect customer funds.
• 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 specialist disciplines when required.

Job description

RBS is seeking a Bereavements Customer Support Specialist to respond to customer queries with empathy and professionalism, guiding families through the bereavement process and ensuring accurate records are maintained. You will handle sensitive cases, provide clear guidance, and use AI-enabled tools to enhance efficiency and customer experiences.

You will join a Specialist Customer Service Team, with opportunities to support complaints, financial health and fraud operations as required.