Financial Health & Support Customer Support Specialist

RBS; Onchan; On-site; GBP 24,000 - 32,000; Full time

Job summary

RBS is seeking a Financial Health & Support Customer Support Specialist on the Isle of Man to help customers in financial difficulty by understanding their circumstances and identifying suitable solutions. You will work with colleagues across the business to ensure fair customer outcomes and high-quality experiences.

The role emphasizes continuous improvement and responsible use of digital and AI-enabled tools, with a 35-hour work week and a closing date of 02/10/2026.

Qualifications

• Experience in customer service or contact centre environments.
• Ability to manage sensitive or complex conversations with empathy.
• Experience with Financial Health & Support, Collections or Fraud Operations is advantageous.
• Strong case management, investigation and problem-solving skills.
• Ability to explain complex information clearly to diverse customers.

Responsibilities

• Support customers experiencing financial difficulty by understanding circumstances and identifying solutions.
• Collaborate with colleagues and other areas to achieve fair customer outcomes.
• Provide specialist guidance and act as escalation point for complex cases.
• Identify opportunities to simplify or automate processes using digital tools.

Skills

Customer service

Organisational skills

Communication

Empathy

Job description

Join us as a Financial Health & Support Customer Support Specialist

• We’ll look to you to deliver successful outcomes for customers by understanding their circumstances, identifying appropriate solutions and helping them regain control of their finances
• You’ll play an important role within our Specialist Customer Service Team, supporting customers through financial difficulty while helping colleagues deliver fair customer outcomes and exceptional customer experiences
• You’ll have the opportunity to develop specialist expertise across Financial Health & Support while building broader knowledge across Bereavements, Complaints and Fraud Operations
• You’ll embrace continuous improvement and the responsible use of digital and AI-enabled tools to improve customer and colleague experiences
• 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

As a Customer Support Specialist, you’ll support customers experiencing financial difficulty by understanding their circumstances and helping identify appropriate solutions that meet their individual needs You’ll work closely with customers, colleagues and other areas of the business to achieve fair customer outcomes while ensuring activities are completed in line with policy, regulatory requirements and service standards.

Your day-to-day will include:

• Supporting customers experiencing financial difficulty, helping them achieve fair and sustainable outcomes while managing more complex cases, acting as an escalation point and providing specialist guidance to colleagues where required
• Completing quality assurance, control and self-testing activities, authorising and investigating transactions within agreed authority levels, and ensuring risk and service standards are consistently maintained
• Coaching and supporting colleagues through knowledge sharing and specialist expertise, while working collaboratively across the wider Specialist Customer Service function, including other specialist disciplines where required
• Identifying opportunities to simplify, automate or enhance processes, using approved digital and AI-enabled tools to improve efficiency and deliver better customer and colleague experiences

The skills you’ll need

To be successful in this role, you’ll have strong customer service and organisational skills, along with the ability to manage competing priorities in a fast-paced environment. Experience within Financial Health & Support, Collections, Recoveries, Lending, Bereavements, Complaints, Fraud Operations, Customer Service or Contact Centre environments would be advantageous.

You’ll also demonstrate:

• Experience managing sensitive or complex customer conversations, with the ability to build rapport, show empathy and achieve positive customer outcomes
• Strong case management, investigation, problem-solving and decision-making skills, with experience supporting customer journeys from initial contact through to resolution
• The ability to communicate complex information clearly and confidently, tailoring your approach to different customer circumstances and needs
• Excellent attention to detail, strong organisational skills and the ability to effectively manage a varied caseload while maintaining accurate records and delivering results within agreed timescales
• Experience coaching, supporting or developing colleagues, alongside the ability to build and maintain effective working relationships with a range of stakeholders
• A passion for continuous improvement, innovation and AI-enabled ways of working, together with an understanding of regulatory requirements, risk management and customer outcomes

Hours

35

Job Posting Closing Date:

02/10/2026

Ways of Working:Office First