Compassionate Bereavement Support Specialist

Royal Bank of Scotland; United Kingdom; On-site; GBP 26,000 - 34,000; Full time

Job summary

Royal Bank of Scotland is seeking a Bereavements Customer Support Officer to support customers and families after a death notification, guiding them through the bereavement journey with a compassionate, professional approach.

You will manage cases from notification to resolution, update records, and work with colleagues to resolve queries, ensuring compliance with policies and regulatory requirements while delivering positive customer outcomes.

Qualifications

• Experience in customer service, operations, administration or contact centre environments is advantageous.
• Ability to handle sensitive or emotional conversations with care and professionalism.
• Strong attention to detail when updating records and maintaining case files.
• Excellent communication skills and the ability to explain information clearly to diverse customers.
• Familiarity with data and customer records and basic problem-solving.

Responsibilities

• Provide crucial support to customers and families following a death notification and guide through bereavement process.
• Respond to customer and business queries and support operational processes and controls.
• Manage customer cases from notification to resolution with accurate records and compliant documentation.
• Process account closures, payments and balance releases following verification controls.
• Identify trends and opportunities to improve service using digital and AI-enabled tools.

Skills

Empathy

Communication skills

Attention to detail

Organisational skills

Problem solving

Customer service experience

Tools

PowerPoint

Excel

Word

Job description

Royal Bank of Scotland is seeking a Bereavements Customer Support Officer to support customers and families after a death notification, guiding them through the bereavement journey with a compassionate, professional approach.

You will manage cases from notification to resolution, update records, and work with colleagues to resolve queries, ensuring compliance with policies and regulatory requirements while delivering positive customer outcomes.