Financial Health & Support Customer Support Officer

NatWest Group; Onchan; On-site; GBP 23,000 - 29,000; Full time

Job summary

NatWest Group is seeking a Financial Health & Support Customer Support Officer to help customers in financial difficulty, manage cases end-to-end, and improve service using approved digital and AI-enabled tools. You will engage with customers empathetically, document records, and work within policy frameworks.

The role focuses on delivering practical solutions, supporting business processes, and contributing to a positive customer experience in a fast-paced environment.

Qualifications

• Experience in customer service, collections, financial support or contact centre environment is advantageous.
• Ability to handle sensitive conversations with empathy and professionalism.
• Strong planning and organisational skills with attention to detail.

Responsibilities

• Provide crucial support to customers experiencing financial difficulty and discuss affordable repayment options.
• Manage end-to-end customer cases and maintain accurate records and communications.
• Identify improvements to processes and support initiatives to enhance efficiency.
• Support automation and digital tools to improve outcomes.

Skills

Customer service

Collections

Financial support

Contact centre operations

Data handling

Empathy & communication

Tools

Microsoft Office Suite (Word, Excel, PowerPoint)

Job description

Join us as a Financial Health & Support Customer Support Officer

• This is an opportunity to make a positive impact to our customers and colleagues, helping customers find practical solutions while delivering successful customer and business outcomes
• You’ll play an important role in supporting customers, managing customer cases and communications, and identifying opportunities to improve customer service, processes and procedures including embracing approved digital and AI-enabled tools to improve efficiency and customer outcomes
• You’ll develop valuable customer service, organisational and problem-solving skills while gaining experience in financial health support within a fast-paced environment
• If you don’t currently live in the Isle of Man, you’ll need to specifically state in your CV that you have the right to live and work here to be considered for this role

What you'll do

In this key role, you'll provide crucial support to customers who may be experiencing financial difficulty. You'll take the time to understand their circumstances, discuss affordable repayment options, and help them regain control of their finances. Alongside customer conversations, you'll manage a range of case management and administrative activities, ensuring all customer records, communications and actions are maintained accurately and in line with policy.

You'll be responsible for responding to and investigating queries, supporting business processes, policies and procedures, and developing a strong understanding of customer and business needs to identify improvements and increase efficiency.

You’ll also be:

• Contacting customers regarding missed or overdue payments, understanding their financial circumstances, identifying appropriate support options, and agreeing sustainable repayment arrangements that reflect their individual needs and affordability
• Providing support to customers who may require additional assistance, applying appropriate forbearance solutions in line with policy and regulatory requirements, while delivering a compassionate and professional service during potentially challenging situations
• Managing customer cases from end to end, maintaining accurate records, updating systems, issuing customer communications such as letters, emails and text messages, and ensuring all actions are documented in line with collections and arrears management processes
• Helping to improve the way we work by identifying trends, reviewing manual or ineffective processes, embracing opportunities for automation and enhancement, and supporting initiatives that improve operational efficiency and the overall customer experience

The skills you'll need

To succeed in this role, you'll have excellent planning and organisational skills, coupled with strong attention to detail. You'll be confident engaging with customers and handling sensitive conversations with empathy and professionalism, helping customers find solutions that reflect their individual circumstances. You'll also be comfortable working in a fast-paced environment, managing multiple priorities while maintaining high standards of accuracy and service.

Experience in a customer service, collections, financial support or contact centre environment would be advantageous.

You’ll also need:

• Experience of working directly with customers and handling sensitive or complex conversations
• The ability to build rapport, demonstrate empathy and support customers in vulnerable or difficult circumstances
• Experience of working with data and maintaining accurate customer records
• The ability to convey information in a simple and understandable way
• Strong attention to detail when maintaining customer records and completing case administration activities
• An understanding of contact centre operations and performance metrics
• Proficiency in Microsoft Office applications, including Word, Excel and PowerPoint