Senior Collector and Negotiator

Do you fancy a new challenge? Are you a go-getter looking to push your skills to the next level? Then keep reading, as this might be the opportunity you have been waiting for.

We are looking for a Specialist Collector and Negotiator to join our Litigation Contact Team in Collections & Recoveries. On this team, you can play a vital part in supporting our most financially vulnerable members who potentially face losing their homes. 

Our operating hours are 9am to 5pm, Monday to Friday.

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 job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon, London, Bournemouth or Northampton office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. 

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

As a member of the Litigation Contact team, you will engage with our mortgage customers who are in serious arrears following the instigation of legal proceedings, which could ultimately mean the customer's home is repossessed.

Your aim is to rehabilitate customers’ accounts through discussion and negotiation, preventing further enforcement activity. If this is not possible, you will need to explain and support the customer throughout the legal process and the transition to alternative accommodation. The aim is to find a good outcome for every customer and deliver excellent service, even in difficult circumstances.

You need to be able to understand the customer's financial situation, using excellent questioning and listening skills, getting to the real root cause of why they have not paid, and then consider all options available that may resolve the situation. If this is not possible, then you will be looking to manage the account through our legal process and make sure the member is aware of what will happen, supporting them every step of the way.

This role will involve liaising with our Outsourced Litigation team as well as other outside agencies and teams across Collections and Recoveries, ensuring you are delivering a fantastic level of service on every call.

This is a perfect opportunity for someone who has the desire to broaden their skills and knowledge within Collections & Recoveries.
 

About you

As a minimum requirement, you’ll have/be:

• Experience in collections and recoveries
• Experience within financial services and support agencies
• Someone who enjoys a challenge, as members may be upset, anxious, or difficult due to the situation they find themselves in. A member is likely to have gone, or be going through, a major life change that is impacting their ability to meet their financial commitments to Nationwide
• Solutions-focused, with the drive and determination to achieve the very best for Nationwide and for the members that you work with
• Customer-oriented, with a genuine passion for delivering an exceptional customer experience, you’ll need to be able to identify and offer practical, workable solutions
• Great communication skills, both verbal and written, with a confident, articulate, and enthusiastic manner
• Discreet and tactful, as you will be liaising with not only our customers but also outside agencies and teams across Collections & Recoveries
• A good degree of empathy and excellent people skills, with a natural curiosity to help you quickly understand members' problems and potential solutions
• Assertive, resilient, and persuasive according to the situation you’re faced with, and having a desire to work as part of an effective team is key

• Proven ability to analyse options and solutions and make a recommendation for the best course of action

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Access to private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. 

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. 

Please note that should you be successful in securing this role the job title on our internal systems will be Specialist Collector and Negotiator.