Senior Case Handler

People need our help more than ever. Within our Specialist Support team in our Collections & Recoveries department you’ll use your empathy, problem solving and knowledge of supporting charities to guide our members with additional support needs through these tricky times, using various communications channels depending on their need.

The Specialist Support Team plays a vital role in supporting vulnerable members during unprecedented times. Bring your enthusiasm for helping and we’ll give you full training. Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues when you need it.

We are happy to consider flexible working approaches to help you perform at your best.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be once quarterly. If your application is successful, your hiring manager will provide further details on how this works.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

At Nationwide we believe in helping others. That’s where you come in. We’re looking for people with a positive attitude and a commitment to support our members when they need it most.

Your role will be to help our vulnerable members who are having problems meeting repayments and have support needs that require a bespoke, caring and compassionate approach.

This is a telephone-based role that will involve speaking directly with members showing sensitivity, empathy, and resilience to guide our members through what can be difficult and upsetting conversations and to ensure you signpost external support charities, where appropriate.

We would love to see people who are member focused, with an experience of working within a specialist member service environment, ideally from a Collections & Recoveries background.

You’ll need to have:

• Excellent customer service skills, with a core focus on active listening and empathy to support vulnerable customers through challenging times
• Significant experience of assessing and identifying customer requirements and utilising skills to implement appropriate outcomes in line with policy guidance
• Experience of providing specialist support and guidance to colleagues to resolve complex queries
• A strong background in Collections and Recoveries, or a specialist member facing team in financial services supporting vulnerable customers
• Advanced communication skills, both written and verbal with the ability to deal with difficult and sensitive Member situations and provide specialist support and guidance
• Experience in working within a fast paced, challenging environment and the ability manage change effectively
• Drive and determination to get the right outcome for members who need additional/bespoke support

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we…