We’re looking for an experienced Senior Collections Analyst to join our team in a newly created role focused on vulnerable customers. This position plays a critical role in shaping and delivering effective Collections and Recoveries strategies, ensuring vulnerable customers in arrears receive the right support, treatments, and outcomes. You’ll use your analytical expertise and data‑driven insights to influence decision‑making and drive the direction of vulnerable customer journeys, helping us deliver fair and sustainable outcomes.
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 monthly in Leeds. If your application is successful, your hiring manager will provide further details on how this works.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
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.
What you’ll be doing
The role is responsible for delivering clear, insightful management information and commentary on vulnerable customers across all unsecured Collections and Recoveries portfolios. You will monitor and assess the effectiveness of the Bank’s vulnerable customer strategies, optimising business performance while ensuring positive Consumer Duty outcomes are prioritised. Using data‑led insight, you will segment customers according to their vulnerability needs, circumstances, and desired outcomes, in line with FCA guidance and good practice.
The role also involves designing, developing, and implementing compliant vulnerable customer strategies, while promoting and representing the team in cross‑business projects and forums focused on identification and fair treatment of vulnerable customers. Alongside this, you will effectively manage and prioritise your own workload to ensure alignment with both business objectives and regulatory requirements.
About you
For this role, you will have:
* Strong analytical capability, with hands‑on experience using SAS and/or SQL to analyse and interpret data across multiple sources
* A business or numerate degree, and/or equivalent relevant technical or analytical experience
* Proven experience working within a Collections, Recoveries, or debt collection environment
* Demonstrated experience in a Continuous Improvement setting, ideally using test‑and‑learn or champion/challenger methodologies
* Working knowledge of relevant regulatory frameworks, including Financial Conduct Authority (FCA) Consumer Credit Sourcebook (CONC), Consumer Duty, Small & Medium Enterprises (SME) lending standards, Treating Customers Fairly (TCF), vulnerability guidance, and forbearance expectations
* Excellent business case development, written communication, and presentation skills
* Strong communication and stakeholder management skills, with the ability to influence and collaborate effectively across the business
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
* Access to private medical insurance
* A highly competitive pension to help you build a strong foundation for retirement
* Access to an annual performance‑related bonus
* Training and development to help you progress your career
* A great selection of additional benefits through our salary sacrifice scheme
* Life assurance to provide peace of mind for you and your loved ones in the event of your death
* Wellhub – access to a range of free and paid options for health and wellness
* Up to 2 days of paid volunteering a year
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