Senior Complaints Specialist: Complex & Vulnerable Cases

Unstoppably Nationwide; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Private medical insurance

Pension

Annual bonus

Training & development

Salary sacrifice benefits

Life assurance

Wellhub

Volunteering

Banking benefits

Job summary

Nationwide is seeking an experienced Senior Case Handler for the Group Executive Complaints Team. You'll own complex and sensitive customer complaints, investigate thoroughly, and deliver written final responses.

This role focuses on vulnerable customers and high-risk cases across Virgin Money and Nationwide products. You'll manage an allocated worklist, respond within regulatory timescales, and collaborate with a wide network of internal stakeholders.

Qualifications

• Extensive experience handling Virgin Money complaints.
• Experience supporting vulnerable customers.
• Ability to explain outcomes clearly in writing and verbally.
• Able to analyse information from multiple sources and draw sound conclusions.
• Professional to engage with senior stakeholders.

Responsibilities

• Own complex and sensitive customer complaints across products.
• Investigate cases thoroughly and achieve fair outcomes.
• Manage own worklist and respond within regulatory timescales.
• Communicate confidently with customers by phone and in writing.
• Collaborate with internal stakeholders and record work in complaint system.
• Identify recurring issues to improve processes.

Skills

Virgin Money complaints

Vulnerable customers

Empathetic communication

Analytical decision making

Stakeholder engagement

Job description

Nationwide is seeking an experienced Senior Case Handler for the Group Executive Complaints Team. You'll own complex and sensitive customer complaints, investigate thoroughly, and deliver written final responses.

This role focuses on vulnerable customers and high-risk cases across Virgin Money and Nationwide products. You'll manage an allocated worklist, respond within regulatory timescales, and collaborate with a wide network of internal stakeholders.