This role offers the opportunity to work closely with your peers, offering coaching and training when required whilst maintaining a level of productivity meeting business needs. We are looking for an individual with Subject Matter Expert Knowledge in TMW Servicing processes. The roles available are within Land & Deeds, Operational Support, Redemptions and Customer Requests.
You will possess excellent organisational skills, working off your own initiative and prioritising your workload. You will have an excellent understanding of TMW mortgages and procedures, as well as strong analytical and problem-solving skills. You will be an individual who always demonstrates strong customer first behaviours and a will to support, nurture and encourage colleagues to perform at their best.
This is a 12 month secondment opportunity.
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 these locations are 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
In this role you’ll maintain a strong focus on quality to ensure that the team provides our customers with first class service, whilst developing the team members to be the best that they can be. You’ll be the point of referral for a range of broad and complex queries around process mapping and improvement. Your knowledge will enable you to support a range of internal stakeholders and teams.
Day to day you’ll maintain high quality standards and an awareness of responsible lending and to ensure that we deliver fair customer outcomes.
About you
The minimum requirements for this role are:
Have existing in-depth knowledge of The Mortgage Works Servicing mortgage processes, with experience of the Buy to Let mortgage market
Be able to take ownership of cases when dealing with non-standard documentation and apply accountable freedom on lending decisions
Have existing proficiency with our Summit system
Have experience of providing constructive in-depth feedback on a one-to-one basis and group coaching/ training sessions
Be able to communicate technical information with a range of internal and external stakeholders up to senior level
Be adaptable with effective time management and the ability to manage personal workload against set deadlines
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.
Contact Details:
Nationwide Building Society Recruitment Team
