Compassionate Bereavement Support Specialist

NatWest Group; United Kingdom, United Kingdom; On-site; GBP 24,000 - 30,000; Full time

Job summary

NatWest Group in the UK is seeking a Bereavements Customer Support Specialist to deliver compassionate, expert support for customers during difficult times. You will respond to queries, guiding bereaved families through the process and using digital tools to improve efficiency.

This role offers opportunities to develop specialist knowledge and collaborate with Complaints, Financial Health & Support and Fraud Operations teams to ensure excellent outcomes.

Qualifications

• Excellent interpersonal skills and ability to handle sensitive conversations.
• Experience in Bereavements, Complaints, Financial Health & Support, Fraud Operations, Customer Service or Contact Centre environments beneficial.

Responsibilities

• Manage customer cases from initial contact through to resolution with accurate record keeping.
• Support bereaved family members, executors and representatives through sensitive journeys with clear guidance.
• Process account updates, closures, balance releases and customer payments while completing controls to protect funds.
• Handle complex or escalated cases and coach colleagues as needed.
• Utilise digital and AI-enabled tools to improve efficiency and customer experiences.

Job description

NatWest Group in the UK is seeking a Bereavements Customer Support Specialist to deliver compassionate, expert support for customers during difficult times. You will respond to queries, guiding bereaved families through the process and using digital tools to improve efficiency.

This role offers opportunities to develop specialist knowledge and collaborate with Complaints, Financial Health & Support and Fraud Operations teams to ensure excellent outcomes.