Digital Operations - Management

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

OUR IMPACT

Across Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

YOUR IMPACT

We’re looking for people that have a passion for customer service and digital banking to join our growing customer support team. Are you an experienced Bereavement specialist or have a desire to build a career in customer services?

Our Customer Support team covers the opening hours of the contact centre, from 8am to 8pm and staff will be required to work alternative shift patterns over 5 days per week, scheduled in advance.

What you’ll do:

• Process initial notification following the death of a customer, providing query resolution relating to the bereavement journey via multiple communication channels
• Make judgement calls balancing both customer/business risk, whilst, providing an empathetic, knowledgeable and professional telephony/administration service directly to bereaved families
• Make prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
• Commitment to meeting key performance indicators (service levels, operational risk, etc.)
• Supporting process changes to improve the customer journey
• Responsible for answering calls with our customers, including but not limited to, providing product information, account opening services as well as account maintenance.
• Taking ownership of customer enquiries and responding to escalated bereavement issues in accordance with agreed procedures
• Ensures all accounts in assigned lists are managed accurately and timely
• Documents all service efforts for each assigned account in accordance with established procedures and compliance policies
• Recognises that quality is measured through call recordings and case auditing
• Communicates professionally
• A flexible and adaptable approach to change and will support others to respond in a similar way
• Completes ongoing compliance and remedial training as scheduled
• Proactively identifies any new issues or risks
• Collaborating with colleagues to maximise effectiveness and, efficiency
• Embracing change and innovation in the team
• Demonstrating ownership and common sense with all that you do, sharing best practice across teams

REQUIREMENTS

• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
• Good interpersonal skills, negotiation skills
• Excellent written and oral communication skills and ability to adapt your style and approach to the audience and message to be delivered
• Is adaptable, high energy levels and desire to help others
• Good team player
• Good analytical and problem-solving skills
• Experience in working in a Bereavement team handling Executors and Next of Kins with care

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

Child Care & Family Care

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.