Collections Strategy Specialist

Description This; Leeds; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Nationwide is seeking a Collections Strategy Specialist to lead data-driven collections and recoveries strategies for Credit Card customers in arrears, balancing risk and positive customer outcomes. You will collaborate with Second Line Risk, Underwriting, Frontline Operations, Compliance, Customer Insight and Product teams, while managing a small team and driving strategic change initiatives.

This is a 12-month secondment with hybrid UK-based working and regular Leeds-site attendance

Qualifications

• Experience in collections and credit risk, delivering data-led strategies.
• Ability to translate data into actionable recommendations and customer outcomes.
• Strong stakeholder management across multiple teams.

Responsibilities

• Develop and maintain collections/recoveries strategies for credit card arrears.
• Drive data-informed decisions to improve customer journeys and outcomes.
• Lead a small team with coaching and performance development.
• Collaborate with Second Line Risk, Underwriting, Frontline Operations, Compliance, Customer Insight and Product teams.
• Deliver strategic change initiatives and embed change across the business.

Skills

Data analysis

Stakeholder management

People leadership

Change management

Job description

We are looking to hire a Collections Strategy Specialist to join our growing team. This is an exciting opportunity for an experienced collections and credit risk professional who is passionate about delivering positive customer outcomes while driving business performance through data-led strategies.

In this role, you will be responsible for developing and maintaining strong, collaborative relationships with a wide range of stakeholders, including Second Line Risk, Underwriting, Frontline Operations, Compliance, Customer Insight and Product teams.

As a Collections Strategy Specialist, your role will include driving the delivery of collections and recoveries strategies to ensure we offer the right treatments to Credit Card customers in arrears, at the right time. You are primarily responsible for utilising your knowledge and experience, using data analysis, to drive the direction of the customer journeys for Credit Card customer in arrears. You’ll use your well-developed skills to draw conclusions, offer solutions and make recommendations that contribute to achieving our businesses ambitions. This ensures that they support customers in line with risk appetite, within regulatory guidelines and delivers delightfully surprising customer solutions.

You will identify opportunities to enhance collections performance, support sustainable growth and ensure fair customer outcomes through responsible and effective collections practices. Working closely with senior stakeholders, you will contribute to the development, evaluation and delivery of strategic change initiatives, communicating effectively across multiple audiences and helping to embed change throughout the business.

As a people leader, you will manage a small team, providing coaching, mentoring and ongoing support to develop capability and drive high performance. The successful candidate will possess excellent stakeholder management skills, a strong analytical mindset and the ability to translate complex data into meaningful business insights and actionable recommendations.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Leedssite approximately once per month. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. 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.