Case Owner

The Bereavement Team supports customers, families, solicitors, and personal representatives following the death of a mortgage customer. Our role is to provide compassionate, practical support during what is often a very difficult and emotional time, while ensuring accounts are managed correctly and in line with legal and regulatory requirements.

Our work involves managing a wide variety of case types throughout the customer journey. This includes processing deceased notifications, carrying out follow-up activity and case reviews, and managing post-concession reviews where temporary arrangements are in place.

The team also handles Powers of Attorney, account updates, and ongoing case management to ensure customer records remain accurate and up to date. In addition, we support redemption and property sale enquiries and maintain regular contact with customers, personal representatives, and solicitors, providing guidance and updates throughout the lifecycle of each case.

This is a 12-month Fixed Term Contract 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 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 or Bournemouth 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.

Responsibilities

What you’ll be doing

The Bereavements Team is responsible for receiving and processing notifications of a customer's death and providing support throughout the bereavement journey. This includes speaking with next of kin, personal representatives, solicitors, and other authorised parties to explain the bereavement process, outline next steps, and advise on any documentation required.

The team manages mortgage accounts during the bereavement period, applying concessions where appropriate, and supports customers with options such as mortgage redemption, property transfer, sale of the property, or maintaining ongoing mortgage arrangements. They maintain regular contact with representatives, providing updates and building trusted relationships throughout the lifetime of each case.

In addition, the team completes identity and verification checks, sanctions checks, and other regulatory requirements to ensure compliance. They also work closely with colleagues across Nationwide and TMW, including Legal, Collections & Recoveries, Customer Support Services, Product teams, and IT, to deliver the best possible outcomes for customers and their representatives.

 

About you

As a minimum requirement, you will have:

• Outbound telephony experience

• Summit database experience

• Ability to work in a team with collaboration skills

• Ability to work independently

• Critical thinking skills

• Follow process but be able to think outside the box when needed

• Confidence to make own decisions

• Experience with difficult conversations requiring empathy

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.
 

Qualifications

The extras you’ll get

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

• 25 days holiday, pro rata

• 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident 

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. 

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support. 

Apply safely with Nationwide

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