Financial Health Support Specialist

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

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.