Senior Customer Administrator in Bournemouth

We’re looking for a highly organised and knowledgeable Senior Customer Administrator to join our SL Finance Team, supporting the accurate and efficient administration of complex mortgage completion cases. This role sits within our specialist mortgage operations function, focused on delivering high-quality administrative support and expertise related to high-risk TMW Completions.

As a Senior Customer Administrator, you’ll be responsible for processing mortgage completions funds on the third party IPortal, reviewing case information, and investigating payment queries, liaising with Release SME’s and the Completions team. You will be skilled in multiple Finance tasks ranging from Overpayments to reviewing payment reports. You will have a key responsibility of processing the faster payment refunds, which will require you to be in the office a minimum of two days a week and can be flexible. We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role can be between 21 and 35 hours. 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. 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.

Responsibilities:

• Process and release mortgage completion funds accurately and on time.
• Verify payment instructions and documentation.
• Conduct regulatory and risk checks.
• Collaborate with internal and external stakeholders.
• Maintain accuracy and service standards.

About you:

• Recent experience in mortgage administration or financial services operations.
• Working knowledge and proficiency with our Summit system.
• Confident interpreting complex information and resolving queries.
• Confident communication skills (both verbal and written).
• Ability to self-motivate and thrive under pressure.
• Proactive and empowered to make decisions within a framework.
• Effective time management and ability to manage personal workload.

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.
• Say it straight.
• Push for better.
• Get it done.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get:

• 25 days holiday, pro rata.
• Private medical insurance.
• A highly competitive pension.
• 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.
• Wellhub – access to a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.

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.

Disability Confident: We’re a Disability Confident Level 3 Leader, the highest level. That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion.