Senior case owner

Description The Senior Case Owner role sits within The Mortgage Works (TMW) Landlord Servicing, the area responsible for delivering accurate, compliant, and efficient servicing for our landlord mortgage customers. The role itself is part of the Land & Deeds and Limited Company Teams, which deal with complex and high-risk post-completion mortgage queries focused mainly on property law and limited company activity respectively. We have both permanent and 12 month secondment opportunities 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 spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at our Bournemouth office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. Whilst this location is where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application. Responsibilities What you’ll be doing This role largely involves problem solving, analytical thinking, accountable freedom-based judgement calls and engagement with various stakeholders. Some of your work will be customer-generated requests such as a change of borrower / change of director or a release of part security. Some of it will comprise assessing breaches of terms and conditions and taking appropriate action. The Using your strong technical and analytical skills, you’ll work across our core systems, including Summit and Activate, as well as various other tools such as Equifax, HM Land Registry, Companies House and the Planning Portal to assess requests and reports and action them accordingly. You’ll engage with a range of stakeholders across the business and beyond to achieve the right outcome, always doing your best to meet the needs of the borrower whilst minimising and mitigating risk to the business. About you The minimum requirements for the role are: Experience working on post-completion buy-to-let mortgage queries Proven risk-assessment ability, including experience using accountable freedom, identifying risks, and actioning mitigation The ability to work confidently with complex systems and navigate multiple platforms to investigate issues, extract data, and have a good working knowledge of Summit and Activate systems Demonstrated attention to detail, with evidence of producing accurate work and maintaining quality under pressure Experience handling sensitive information securely, following data protection or internal governance standards The ability to confidently collaborate effectively with different stakeholders to resolve queries and support other teams and departments (both verbally and in writing) 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. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. The hiring manager for this role is Tom Godwin, and the main recruitment contact is Jemma Ives.