As a customer support associate you will work within one of our Specialist Support Teams in Fraud Operations. You’ll be primarily helping customers throughout the fraud and disputes process. You’ll be supporting customers who have been a victim of fraud or who have reoccurring payments debiting their account that they dispute authorising.
Your main role will be to gather relevant evidence to analyse if a transaction was fraudulent and communicate an outcome to our customers. This role ensures we support our customers providing world-class customer service. Investigative work is a key part of the role, whilst ensuring we are supporting our customers by providing aftercare and education to stop similar situations in the future.
We are happy to consider flexible working approaches to help you perform at your best.
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 assigned to 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 once a quarter in either 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.
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
Day-to-day you will review customer cases to ensure we get the customer a good outcome. This involves speaking to our customers on the phone asking probing questions with empathy to identify how to prevent unauthorised activity in the future. You will provide help, guidance and support if you believe they have been a victim of fraud or scams and liaise with third parties to ensure that our customers are fully supported based on industry best practice.
Using the information you have gathered, you will work within regulatory frameworks to achieve the best possible outcome for the customer and company. You will be working in a fast-paced environment, so will be methodical in your approach to each case to ensure we can support as many customers as possible throughout the day.
About you
We need you to have:
A Background in customer service showcasing a genuine passion for helping customers and a desire to exceed expectations
Telephony experience and a track record of engaging with customers by phone or face to face to manage challenging queries or complaints
Experience of responding to customers in writing - creating clear, concise communications.
The able to demonstrate where you have used analytical skills to make informed decisions
Administration experience working across multiple different computer systems
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.
The hiring manager for this role is Layla Jones, and the main recruitment contact is Eleanor Leahy.
Contact Details:
Nationwide Building Society Recruitment Team
