Final answer:
A CSR must follow institution protocols and require proper documentation, such as a death certificate, to close an account if the customer is deceased, while providing sensitive customer service.
Step-by-step explanation:
Can a customer service representative (CSR) close an account if the customer is deceased? This scenario falls under business, specifically within the realms of banking and finance customer service protocol. When a customer passes away, the standard procedure for a CSR is to follow the financial institution’s policies regarding the closure of the deceased customer's accounts. The CSR typically cannot act until they receive the proper documentation, such as a death certificate, and instructions from the executor of the estate or next of kin as required by the law. It is essential to handle these situations delicately and professionally, complying with legal requirements and providing sensitive customer service to the family members or estate handlers. This process ensures that the account is closed and the assets are distributed according to the will of the deceased or state laws if no will is present.