Introduction
Fancy a career with Nationwide? Working in Collections and Recoveries is different. Based in a contact centre environment, as part of our collections team you will play a pivotal role when it comes to supporting our members when they need it most and minimising risk to the business. It’s different simply as we are not driven by scripts or standard calls, you will be speaking with our members who have payment arrears to understand their financial circumstances and recommending effective repayment plans to ensure their finances stay on track. • £15,015 starting salary rising to £17,333 after successful completion of the probation period (normally 6 months) • Generous annual incentive scheme • Full Time (35 hours per week), working varied shifts between 8.00am to 8.00pm plus alternative Saturdays 9am-12pm (with time back in lieu during the week when you work a Saturday) “Being the best and being known as the best”. This is what our Collections & Recoveries department is all about. We are committed to rewarding performance and promoting the best. This is why upon a successfully completed 6 month probation, you will be rewarded with an automatic promotion and a salary increase of over £2,000. And it doesn’t end there. You will have further promotion opportunities to the next job level as you develop your knowledge and experience demonstrating that you indeed are “one of the best” amongst your peers. So, with hard work, dedication, the right attitude and performance, you see there is a career and reward structure in place to facilitate your progression.
Who we're looking for
As a minimum requirement you’ll: • Enjoy a challenge • Be solution focused • Have the drive and determination to achieve the very best for Nationwide and our members who you’ll work with and build relationships with on a daily basis. • Be able to identify and offer practical solutions and use your communication skills to discuss these confidently and enthusiastically with our members. • Be a committed individual who has worked in a customer focused environment who wants to make a difference to both our members & the business. • Be customer driven with a genuine passion for delivering a fantastic customer experience. • Have a good degree of empathy and excellent people skills with a natural curiosity to help you quickly understand members’ problems and potential solutions. • Have strong PC skills as you'll need to move around our systems quickly and efficiently whilst speaking to our customers. It would be nice if you also have: • Experience of using Microsoft packages such as word and excel
What you'll be doing
You’ll be speaking with our members who have payment arrears, to understand their financial circumstances and recommend effective repayment plans to make sure their finances stay on track whilst managing their expectations throughout. Unlike some call centres, we’re not driven by scripts or standard calls. You’ll take ownership and responsibility to collect late payments, make decisions and respond to members’ queries whilst following regulations, providing accurate and suitable advice and always treating them fairly. You will respond to members personal circumstances with empathy in a confident, articulate and enthusiastic manner as well as ensuring efficient and accurate member records are maintained, enabling you to exceed both your own goals and our member’s expectations.
The extras you'll get
If you put a lot in, it’s only fair you should get a lot out. So if you help us do the right thing for our customers, we’ll help further your career at Nationwide. As well as your salary, there’s life assurance, a pension and a recognition and rewards scheme. We think it’s a great place to work, and we’re not afraid of giving you praise when you’ve done well.
Why work for us
At Nationwide we’re here for our members and we put their needs first in everything we do. And now, more than ever, two things are helping us go from strength to strength: we put our customers first, and we’re known for being open, honest and trustworthy. We’re also the world’s largest building society, with communities at the heart of everything we do. We aim to do the right thing for our members which helps set us apart from our competitors. But we need good people to help us do it. People who understand what we believe in, and have the talent and drive to keep us successful
Customer Collections Consultant employer: Nationwide Building Society
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and development. With flexible working options, competitive benefits including private medical insurance and a strong pension plan, and a commitment to recognising and celebrating achievements, we empower our team members to thrive both personally and professionally. Our Glasgow office fosters collaboration and innovation, making it an ideal environment for those looking to make a meaningful impact in the financial services sector.
Contact Details:
Nationwide Building Society Recruitment Team
