Mortgage Arrears Support Specialist

Nationwide; Leeds; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub: health and wellness

Paid volunteering

Job summary

Nationwide is seeking a Customer Support Associate for the Later Stage Mortgages team. You will work with customers whose accounts are over 90 days in arrears, using empathy and careful questioning to gather information and complete affordability forms.

You’ll handle calls, manage complaints, and perform admin tasks while adhering to tight service levels. The role offers hybrid working with regular in-office collaboration across UK hubs.

Qualifications

• Experience supporting vulnerable customers with empathy and care.
• Strong communication and listening skills.
• Telephony experience and a track record of engaging with customers by phone.

Responsibilities

• Handle inbound and outbound calls with customers dealing with arrears cases.
• Ask targeted questions to understand individual circumstances and complete affordability forms.
• Manage complaints, ensuring proper logging and adherence to service level agreements.
• Perform admin tasks such as letter writing and working from task lists.

Skills

Empathy

Active listening

Telephone experience

Customer service

Job description

Nationwide is seeking a Customer Support Associate for the Later Stage Mortgages team. You will work with customers whose accounts are over 90 days in arrears, using empathy and careful questioning to gather information and complete affordability forms.

You’ll handle calls, manage complaints, and perform admin tasks while adhering to tight service levels. The role offers hybrid working with regular in-office collaboration across UK hubs.