Customer Support Associate

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow, Gosforth or Leeds site approximately once per month. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.