Bereavement Specialist (Digital Banking)

Location: Birmingham, West Midlands, England, United Kingdom. Onsite role with scheduled alternative shifts covering contact-centre hours from 8am to 8pm, five days per week.

Company

Marcus is hirify.global’ online consumer banking business, providing digital savings products and banking experiences to individual customers.

What you will do

• Process initial bereavement notifications and resolve queries through telephone, administration, and other communication channels.
• Provide empathetic and professional support to bereaved families, executors, and next of kin.
• Handle customer calls, product information requests, account opening, account maintenance, and escalated bereavement issues.
• Manage assigned accounts accurately and document all service activity in line with established procedures and compliance policies.
• Balance customer and business risk, make practical decisions under ambiguity, and identify emerging issues or risks.
• Support process improvements, collaborate with colleagues, complete required training, and meet service and operational performance standards.

Requirements

• Experience working in a bereavement team with executors and next of kin is required.
• Strong interpersonal, negotiation, written, and oral communication skills.
• Good analytical and problem-solving abilities.
• Self-directed, detail-oriented, adaptable, and able to work independently in a fast-paced, team-oriented environment.
• Willingness to work scheduled alternative shift patterns across five days per week.

Culture & Benefits

• Training and development opportunities, firmwide professional networks, and opportunities for personal and professional growth.
• Benefits, wellness, personal finance, and mindfulness programs.
• Inclusive workplace with reasonable accommodations available during the recruiting process.