Digital Banking Support Lead — Bereavement Care

Goldman Sachs Bank AG; Birmingham; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Goldman Sachs is seeking an experienced Bereavement Specialist to join its customer support team in the Birmingham area. The role covers 8am–8pm shifts, five days per week, with alternate patterns scheduled in advance.

You will handle bereavement notifications, provide empathetic guidance to families, and manage inquiries across multiple channels. The position emphasizes accurate documentation, compliance, and collaboration with colleagues to improve the customer journey and service levels.

Qualifications

• Experience in a Bereavement team handling Executors and Next of Kin with care.
• Excellent written and oral communication skills and ability to adapt to audience and message.

Responsibilities

• Process initial notification following the death of a customer, providing query resolution via multiple channels.
• Make empathetic, knowledgeable and professional telephony/administration service to bereaved families.
• Respond to escalated bereavement issues per procedures and manage assigned accounts.
• Achieve service level targets and contribute to improvements in the customer journey.
• Answer calls with product information, account opening services and account maintenance.

Skills

Bereavement experience

Customer service

Communication skills

Independent work

Tools

CRM software

Job description

Goldman Sachs is seeking an experienced Bereavement Specialist to join its customer support team in the Birmingham area. The role covers 8am–8pm shifts, five days per week, with alternate patterns scheduled in advance.

You will handle bereavement notifications, provide empathetic guidance to families, and manage inquiries across multiple channels. The position emphasizes accurate documentation, compliance, and collaboration with colleagues to improve the customer journey and service levels.