Walk-in || Bereavement Support Unit

Role & responsibilities

Department: Bereavement Support Unit

Role Overview

The Bereavement Support Associate is responsible for processing backend tasks related to the deceased customer. It focuses on case handling, account updates, drafting formal letters, verifying documents, and ensuring accurate amendments in internal systems.

Key Responsibilities

A. Case Processing

• Handle bereavement cases end-to-end through workflow tools.
• Review case details, supporting documents, approvals, and assign tasks to relevant queues.
• Ensure cases are processed within defined SLAs.

B. Letter Drafting

Draft formal internal/external letters, such as:

• Account closure letters
• Letter to branch/solicitor
• Amendment letters (based on scenarios)
• Addressing discrepancies or missing information

Letters will follow existing templates but may require customized phrasing.

C. Account Updates & Amendments

• Update deceased customer/employee records in systems.
• Process name corrections, date adjustments, status updates, and eligibility changes.
• Ensure all changes are compliant with internal policy & documentation guidelines.

D. Documentation Verification

• Review death certificates, IDs, legal documents, and internal memos.
• Validate data accuracy before processing amendments or closures.
• Flag mismatches or issues to internal approval teams.

E. Tool Updates

• Update case notes, status levels, audit trails, and document uploads.
• Ensure accuracy in workflow systems
• Complete mandatory checklists and compliance steps.

F. Compliance & Quality

• Follow organizations SOPs and legal requirements (data protection, audit standards).
• Maintain accuracy and zero-error documentation.
• Participate in quality audits and implement corrections.

Skills Required

• Strong attention to detail
• Excellent written English for drafting letters
• Accuracy in data entry
• Ability to process documents and identify errors
• Familiarity with backend workflow tools / CRM systems
• Analytical and logical approach
• Emotional resilience due to nature of work

Qualifications

• Graduate in any discipline
• Experience in backend operations, policy servicing, HR operations, insurance admin, or claims preferred