Bereavement Support Administrator
Bereavement Support Administrator
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Job Description
The role of the Bereavement Support Administrator is to process initial notification following the death of a customer provide query resolution relating to the bereavement journey via multiple communication channels. Will need to make judgement calls balancing both customer and/business risk whilst providing an empathetic knowledgeable and professional telephony/administration service directly to bereaved families Executors and Solicitors.
- Supporting the Bank in meeting key performance indicators
- Delivering an excellent level of customer service on behalf of our customer with empathy and understanding of vulnerability
- Delivering fair outcomes for the Bank and deceased account holder
- Demonstrating ownership and common sense
- Adhering to the bereavement policy and principles
- Hold difficult conversations to fact find
- Manage and process deceased account from notification to closure
- Support bereaved family members with clear informative and relevant information and requirements
- Make informed decisions based on information received
Qualifications :
- Will have experience of liaising directly with customers on the telephone
- Proven experience working with and identifying vulnerable customers
- Consumer or Commercial lending Banking experience in a customer service environment is essential
- Previous bereavement account handling desired but not essential
- Computer literate (good knowledge of MS Office suite Excel Word Power-Point)
- Ability to understand and fully comply with documented processes and procedures
- Excellent customer service skills required including verbal and written communication
- Adaptable & flexible
- Excellent verbal and written communication skills
- Ability to work as part of a team.
- Excellent planning and organisational skillsEnthusiastic can do attitude
Additional Information :
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns mental wellbeing and more general queries around family work housing and health
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service
Your Lifestyle - Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.
- Minimum starting salary of 25000
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving
Your Contribution - Were focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
