Bereavement Support Specialist

Losing someone is difficult enough without having to resolve complicated financial matters through a complex process. It can feel overwhelming. So at Starling, we try to make it as easy as possible. The applicant will be required to respond to demanding enquiries & deadlines whilst being able to identify customer estate administration needs & provide the appropriate support & guidance at an extremely sensitive time. This role is part of the wider Account Support team and there will be the opportunity to support other customer account management processes. This role is primarily Monday - Friday,

• Able to build relationships and provide exceptional support to customers Next of kin/Solicitors, showing ownership and accountability across a variety of channels including phone, email and in-app messaging.
• Undertaking and delivering all stages of the Bereavement process from initial notification, within agreed SLAs.
• Supporting Starling's commitment to actively seeking to continually improve processes and workflows.
• Developing and maintaining key stakeholder relationships across operations and the wider organisation, including Compliance, SME Banking, Collections and Operations.
• Acting as a point of escalation for operational teams requiring support in relation to bereavement queries.
• Assisting with the collation and recording of MI
  
  Previous experience working in a customer facing role.
• Previous experience of working within a highly emotive environment, preferably in financial services or similar (desirable).
• Excellent written and verbal communication skills.
• Sound problem solving skills, with the ability to escalate where necessary.
• Ability to work to tight deadlines, often balancing conflicting priorities.
• Ability to work with a small team, in a fast paced, changing environment.
  
  We are a leading digital bank on a mission to disrupt the banking industry. We've built an app with smart money management tools to help our customers live a healthier financial life. We also offer groundbreaking B2B banking and payments services.
Since our launch in 2014, we've opened almost three million accounts including 480,000 business accounts for small and medium-sized enterprises (SMEs). We're a fully licensed UK bank and we have the culture and spirit of a fast-moving, disruptive technology company. We've been voted Best Current Account for the last five years running, named Which? Banking Provider of the Year for the last two and we were the most switched to bank in 2021. We employ more than 1,800 people across our London, Southampton and Cardiff offices. Starling Bank is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.


• 33 days holiday (including public hols). You'll also get your birthday on us
• 16 hours paid volunteering time a year
• Family friendly leave policies
• Private Medical Insurance with VitalityHealth
• We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!
• Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
• Access to 'salary sacrifice' benefits such as Cycle to Work scheme
• Gym membership options
• Season ticket travel options
• Full details are available on our careers site