Bereavement Support Administrator
hace 1 mes
Brentwood
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, • 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, • 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 Key Skills Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting Experience: years Vacancy: 1