Job Description

Company Description

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.


We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.


The business model we have created is unique and difficult to replicate, with our 'best of both' approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you're willing to roll up your sleeves, contribute new ideas and believe anything is possible, you're our kind of person.


Work with us because you:

Want to be part of a bank built for the dynamics of the modern world Relish a challenge and enjoy a fast-paced, innovative and hardworking culture Enjoy finding new and better ways to solve complexity and make things happen Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups Care about society and the environment and want to be part of a business that cares too Want to continue to grow professionally and be the best version of yourself

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 - It's important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you're enjoying your leisure time.

Minimum starting salary of 25,000 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 - We're 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