Financial Health & Support Customer Support Specialist

NatWest Group; Onchan; On-site; GBP 22,000 - 30,000; Full time

Job summary

NatWest Group is seeking a Financial Health & Support Customer Support Specialist to help customers regain control of their finances by understanding their circumstances and identifying suitable solutions.

You'll work with the Specialist Customer Service Team to deliver fair outcomes and excellent experiences, while using digital and AI-enabled tools to improve efficiency and customer journeys.

Qualifications

• Experience in customer service or contact centre roles.
• Experience handling sensitive conversations with empathy.
• Ability to manage multiple cases and deadlines.

Responsibilities

• Support customers in financial difficulty by understanding circumstances and identifying solutions.
• Assist colleagues to deliver fair outcomes and high-quality service.
• Utilize digital tools and AI-enabled features to improve efficiency.
• Coach peers and share knowledge to support the wider service team.

Skills

Customer service

Case management

Empathy

Problem-solving

Communication

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