Financial Care Support Advisor - Telephony

Description This; Leeds; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual performance bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub health and wellness

Paid volunteering

Job summary

Nationwide is inviting applications for a Customer Support Associate in our Financial Care Team. The role is primarily a telephone-based position supporting customers facing financial difficulty, with a focus on listening, empathy and building trust to identify practical solutions.

Hybrid working is available, with regular office attendance and regional site connections. You will join a compassionate team, delivering fair and supportive guidance while balancing customer needs with responsible

Qualifications

• Outstanding listening skills with the ability to understand the full picture before reaching a solution.
• Excellent verbal communication skills and the confidence to have sensitive conversations over the telephone.
• Strong problem-solving and decision-making abilities.
• Genuine empathy and a passion for helping customers through difficult situations.

Responsibilities

• Support customers who may be experiencing financial difficulty and help them meet monthly commitments.
• Balance customer care with responsible decision-making in a regulated environment.
• Provide empathetic, responsive telephone support to resolve inquiries and identify appropriate solutions.

Skills

Listening skills

Verbal communication

Problem solving

Empathy

Resilience

Job description

Nationwide is inviting applications for a Customer Support Associate in our Financial Care Team. The role is primarily a telephone-based position supporting customers facing financial difficulty, with a focus on listening, empathy and building trust to identify practical solutions.

Hybrid working is available, with regular office attendance and regional site connections. You will join a compassionate team, delivering fair and supportive guidance while balancing customer needs with responsible