Description The Later Stage Mortgage Team manages legacy Clydesdale and Yorkshire mortgage accounts which are in arrears for 90 days or more. We proactively contact customers to try and get resolutions in place through fact finding and making sure the suitable outcome is in place. As the accounts are over 90 days in arrears, they are vulnerable to legal action, so we speak to both customers and solicitors to discuss the situation. You will be fully trained on the legal procedures as it is imperative that cases are moved through the legal steps correctly. Standard procedure is to consider all vulnerabilities and fully question our customers to ensure their support needs are met. We have 3 teams within the department and work together to manage the cases; we do not operate case management; therefore, notes need to be of a high standard to ensure effective management of cases. You will be working with some of our most vulnerable customers, always showing empathy and providing first-class customer service. 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 Glasgow, Gosforth or 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. Responsibilities What you’ll be doing As a Customer Support Associate within the later stage mortgages team, you will be dealing with customers who are over 90 days in arrears on their accounts. You will need to use effective questioning to understand individual customer situations and work closely with our customers to complete affordability forms looking at income and expenditures. These are some of our most vulnerable customers, so showing empathy and providing first-class customer service is essential. You will be speaking to our customers on both inbound and outbound calls, and no two calls are the same. This is a sensitive role, and you will be responsible for handling complaints ensuring they are managed and logged correctly as well as being responsible for admin tasks such as letter writing and working from task lists all while working to tight service level agreements to achieve team compliance. About you For this role, you will need: Experience supporting vulnerable customers with empathy and care—asking the right questions and offering meaningful assistance Strong communication and listening skills, with the ability to understand and respond to individual customer situations Telephony experience and a track record of engaging with customers by phone to manage challenging queries or complaints A Background in customer service showcasing a genuine passion for helping customers and a desire to exceed expectation A flexible and adaptable approach, ready to meet the changing needs of customers and the business Strong organisational skills and the ability to stay motivated and manage your own workload effectively 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 take accountability for delivering brilliant customer outcomes You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these. Qualifications The extras you’ll get There are all sorts of employee benefits available at Nationwide, including: 25 days holiday, pro rata 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 Banking – but fairer, more rewarding, and for the good of society We forge our own path at Nationwide. As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives. If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide. What to do next If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. Once we’ve received your application successfully, we will invite you to the first stage; our online assessments! Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide. In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.