Customer Service Associate

About the Role

The Bereavement Operations Analyst supports the administration of customer accounts following notification of a customer’s death. This role requires handling sensitive cases with empathy, professionalism, and a strong customer-centric approach, while ensuring all operational processes are completed with high levels of accuracy, diligence, and strict adherence to established process guidelines and regulatory requirements. The successful candidate will be responsible for processing bereavement cases, reviewing legal documentation, and supporting internal stakeholders to ensure timely, compliant, and accurate administration of customer accounts. The role requires an individual who can maintain strong focus on tasks, attention to detail, and operational discipline while working in a regulated banking environment.

Key Responsibilities

• Bereavement Case Processing
• Manage and process bereavement cases in line with defined procedures, process guidelines, and Service Level Agreements (SLAs).
• Review and validate legal documentation including closure forms, probate documents, letters of administration, details of personal representative and other supporting records.
• Ensure all case processing activities are completed with high levels of accuracy and adherence to defined operational procedures.
• Account Administration
• Process account closures, balance transfers, and other account-related activities associated with deceased customers.
• Maintain accurate and complete system updates while ensuring all actions are properly documented.
• Stakeholder & Customer Support
• Work closely with client-facing teams and internal stakeholders to resolve queries related to bereavement cases.
• Ensure a customer-centric approach when handling cases, recognizing the sensitive nature of bereavement situations.
• Support internal teams by providing timely and accurate operational assistance.
• Compliance & Process Adherence
• Ensure all activities are performed in accordance with banking regulations, internal policies, and established process guidelines.
• Demonstrate strict adherence to operational controls and compliance standards.
• Risk & Control
• Identify and escalate potential operational risks, discrepancies, or documentation gaps.
• Follow established risk management and control procedures to maintain operational accuracy and audit readiness.
• Operational Excellence
• Maintain strong focus on tasks and attention to detail when reviewing documentation and processing transactions.
• Demonstrate diligence and discipline in following established processes and operational guidelines.
• Contribute to initiatives aimed at improving operational accuracy, efficiency, and service quality.

Requirements & Tech Stack

• Education: Graduate preferred. Undergraduates with 2 years of relevant operations experience may also be considered.
• Experience:
• Experience in banking operations is mandatory.
• Exposure to bereavement processing, back-office processing, or financial services operations is preferred.

Key Skills

• Strong attention to detail and high level of accuracy in documentation review and case processing.
• Ability to maintain focus and diligence while managing operational tasks.
• Strong customer-centric mindset, particularly when handling sensitive cases.
• Good analytical and problem-solving abilities.
• Strong communication and stakeholder management skills.
• Ability to work effectively in a fast-paced and regulated operational environment.

Key Performance Indicators

• Adherence to Service Level Agreements (SLAs)
• Accuracy and quality of case processing
• Compliance with operational and regulatory guidelines
• Customer service quality and responsiveness
• Productivity and turnaround time