Bereavement Customer Service Advisor
Leek
Full Time – 35 hours a week
Normal working hours are Monday – Friday between 8am–6pm (rotational shift patterns) and 1 in 4 Saturdays, however throughout Covid and currently, operating just Monday - Friday 8-6pm, but this could change at any time.
Salary: £18,200 - £22,000
The Co-operative Bank believes in the power of 'we' and putting our values and ethics first. We are looking for talented individuals who want to make their next career move in a bank that celebrates co-operative spirit. As a Bereavement Customer Advocate you will provide information and guidance when our customers need it the most. Full training on our banking systems and processes will be provided with ongoing support so that you can bring your best self to work every day.
If you want to join an Award Winning team delivering professional service to our customers, we would like to hear from you.
Purpose:
- To deliver exceptional service to customers who are bereaved and vulnerable– responding to queries, assessing & gaining an understanding of their situation providing support and guidance over the phone and written correspondence
- Specific focus will be the case management of bereavement upon notification of death.
Key accountabilities:
- To deliver exceptional service to customers who are bereaved and experiencing particular vulnerability – responding to queries, assessing cases and gaining an understanding of their situation providing guidance and supporting customers at a difficult time.
- Maintain knowledge of key processes and regulations relevant to the role. Maintain full competence within the role as outlined in the Training and Competence scheme.
- Ability to speak with bereaved and vulnerable customers and solicitors professionally and with empathy in order to provide support and guidance to enable closure of the deceased’s estate.
- Given the nature of these vulnerable cases advocates need to be competent and able to resolve bereavement complaints one and done using their extensive knowledge
- SME within the associate population around the bereaved customer processes, being the expert on end to end process execution and the quality management framework.
- Support and guide branch colleagues with process/product specific knowledge to enable them to deliver a great customer experience when dealing with simple bereavement cases.
- Make recommendations to senior leaders where there is a need to step away from process to do the right thing for a bereaved and vulnerable customer.
- Ability to seamlessly navigate between both Co-op and Britannia systems to assess bereavement cases and settle dual brand estates.
- Maintain knowledge of the banks products and services to be able to deal effectively with a bereaved customer’s account profile and escalate suggested enhancements to improve the customer experience, to the relevant department
- Identify customer needs and respond to them appropriately ensuring all relevant facts and information are gathered to ensure the outcome is most appropriate for the customer or that the area responsible for proceeding with the outcome have all relevant information to maintain an excellent customer experience. Deal with account queries / investigations, providing guidance and support to customers and colleagues.
- Ensure that all interactions with customers are recorded and updated, adhering to all relevant processes and procedures, to enable accurate data and performance management and to make sure our customer information is protected at all times.
- Share best practice and seek out opportunities for continuous improvement of our services to the bereaved and vulnerable.
- Keep up to date with regulatory requirements and develop skills and capabilities to be able to provide more effective handling of bereaved and vulnerable customers, seeking and sharing good practice and knowledge to support a practice of continuous improvement.
- Take responsibility for your continued personal development through the use of appropriate HR tools and systems. Maintenance of a relevant, timely personal development plan is expected.
Knowledge, skills and experience required:
- Awareness of industry best practice people development practices, tools and techniques.
- Ability to work with a diverse range of people and able to role model the values and culture of the organisation.
- Understanding of relevant regulatory issues and constraints.
- Able to be self-motivated and to be objective about own performance, willingly accept feedback and able to take responsibility for their personal development – maintaining and developing their expert knowledge and providing consistently high performance output.
- Good understanding of Retail Banking products, procedures, processes and systems.
- Ability to operate within a regulatory or operational environment.
- Deliver consistent quality work in a demanding environment.
- Broad understanding of the customer outcome monitoring requirements and the QMF framework
What you can expect from us:
- 27 days holiday at start, rising to 30 days
- Competitive pension / income protection / life assurance
- 2 paid days for volunteering per year
- Strong career path within Financial Services
- Family friendly policies and supportive working environment
- Recognition scheme and a culture in which we celebrate success
- Colleague network groups committed to inclusion and diversity within our Bank.
We look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. If you have a disability as defined by the 2010 equality act please let us know on your application.
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
Please note we may withdraw this vacancy once sufficient applications have been reached.