Business Lending Associate

Alexander Mann Solutions (HK) Limited; Glasgow; On-site; GBP 24,000 - 30,000; Full time

Job summary

Nationwide is seeking a Business Lending Associate to join the Business Banking Operations team in Glasgow. You will support relationship managers and deliver high-quality lending services to business customers, working across Word, Excel, SharePoint, Outlook and core banking systems.

In this role you’ll contribute to a first-class customer experience, ensuring accuracy and timely processing within service levels while promoting a positive, growth-oriented mindset and policy compliance.

Qualifications

• Excellent organisational capabilities and attention to detail in documentation.
• Ability to work under pressure while maintaining high service standards.
• Strong customer service ethos with focus on first-time right delivery.
• Excellent communication and stakeholder-relations skills.
• Willingness to adapt to new processes and provide constructive feedback.
• Experience with policy and regulatory requirements to maintain controls.

Responsibilities

• Deliver superior customer experience to Business Banking clients.
• Be the main point of contact for relationship managers and customers across channels.
• Use Word, Excel, SharePoint, Outlook and banking systems to action requests.
• Communicate with managers, internal and external stakeholders via email, letters and calls.
• Provide professional service and ownership of customer queries.
• Ensure tasks are accurate and completed within service levels.
• Maintain attention to detail to protect the bank and minimise lending risk.
• Maintain flexible, proactive approach to meet customer needs.
• Collaborate to support lending facilities and document issuance (DocuSign/post).
• Assist credit approvals, drawdowns and ongoing facilities maintenance.
• Demonstrate growth mindset and seek process improvements.
• Adhere to current policies and interpret them per situation.
• Upload data to lending software and applications.
• Work as a team to support Nationwide’s Blueprint for a Modern Mutual.

Skills

Organisational skills

Attention to detail

Resilience under pressure

Customer service

Interpersonal skills

Communication

Coaching & feedback

Growth mindset

Policy & regulatory awareness

Tools

Word

Excel

SharePoint

Outlook

Bank systems

Job description

As a Business Lending Associate you will be working within an operational team, undertaking a variety of lending support duties to deliver an exceptional customer service experience for Business Banking customers.

All duties will be performed to a high standard of quality with a clear focus on getting it right first time, whilst adhering to appropriate timescales and process requirements. This role is within the Business Lending Team, which is part of Business Banking Operations.

Our operational hours are Monday to Friday, 8am to 5pm, so there will need to be some flexibility to work across these hours.

Our Team

To create a truly exceptional customer service experience you'll be working in conjunction with Front Line Managers and Flow Leaders to support ongoing training require and act as a referral point for colleagues improving the range of capabilities within your team. You'll be empowered to use your initiative to challenge process and come up with new ways of doing things we are always looking to improve and would like your input!

If you're passionate about providing a best in class, tailored based service to our business customers and supporting our Relationship Managers and are willing to do what it takes to ensure a great customer experience, then please read on.

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.

Job description - the role

What you'll be doing

• Delivering a superior customer experience to Business Banking customers.
• Be point of contact for relationship managers, external stakeholders and our customers, providing a fantastic customer experience.
• Using Word, Excel, SharePoint, Outlook and Bank systems, to action requests
• Communicating with relationship/business managers, internal & external stakeholders and our customers by various channels including email, letter and telephone.
• Always provide professional and personable customer service, taking ownership of queries and requests.
• Ensure all tasks are processed accurately and efficiently within agreed service levels
• Having attention to detail and the ability to approach tasks with care and diligence to ensure the Society's position is protected, and lending/operational risk is minimised.
• A flexible and positive working approach to suit customer needs and business demands
• Proactively liaising with colleagues to maximise support, provide guidance where necessary and ensuring all customer requirements are met.
• Contributing to the establishment and maintenance of business lending facilities, supporting Relationship Managers to structure lending on systems, issue documents via email/post/DocuSign, support credit approval, drawdown lending, and ongoing maintenance of customer facilities.
• Be enthusiastic and demonstrate a growth mindset, to identify opportunities to improve skillset, systems, productivity and processes
• Working proactively to operate within current policies and to interpret these policies depending on the situation in question.
• Uploading data to appropriate Lending software and applications
• Working proactively to operate within current policies and to interpret these policies depending on the situation in question.
• Working as a team to bring to life the Bank's Blueprint for a Modern Mutual, and support and underpin its Purpose, Strategic Drivers and deliver Customer First Behaviours.

Candidate Profile: Key accountabilities, skills & experience

We need you to have

• Superb organisational skills and attention to detail, with the ability to deliver accurate and professional documentation.
• Drive and the ability to work well under pressure
• A passion for going above and beyond for our customers
• Excellent interpersonal skills to establish and maintain quality relationships with all stakeholders
• Strong communication skills and a proven track record in providing coaching and delivering feedback.
• Excellent open mindset - you'll be adapting to new processes, learning rapidly and flexing your approach depending on the circumstances
• Experience of working in line with policy and regulatory requirements, ensuring key controls are maintained.
• Customer service experience in a similar role.

Next steps

What's on Offer

• Contract Length - 12 Months (Temp to Perm)