Business Direct Associate
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Responsibilities
- What you’ll be doing
- This role is all about delivering an exceptional customer experience while managing high-risk and complex queries in line with internal processes, regulatory requirements, and risk compliance standards. You will ensure customers remain at the heart of everything you do, providing professional support, keeping them informed throughout their journey, and resolving queries to a successful conclusion. Working closely with Flow Leaders, you will strive to meet and exceed quality, performance, and productivity targets while maintaining key controls and adhering to company policies. You will also identify opportunities for continuous improvement to enhance efficiency and reduce costs, escalate issues to the Flow Leader Specialist or Flow Manager when required, and consistently maintain high levels of data quality and accuracy.
- About you
- As a minimum requirement, you will have:
- Experience of Business Banking with a good knowledge and understanding of our business products & services, policies, and establishment of Bank security.
- Excellent organisational and administrative skills with knowledge of the Bank’s policies & procedures.
- Previous experience of building successful relationships both internally and externally. A good team player, with a ‘’can do’’ attitude.
- A customer focused approach with a superb eye for detail to ensure the accurate and timely completion of tasks.
- Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment
- Ability to ensure adherence to 'one best way' process and quality control using Operational Excellence tools and techniques
- Experience of continuous improvement initiatives, Strong analysis and problem-solving skills. Great attention to detail to ensure that our quality is second to none
- 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
- Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.
- The hiring manager for this role is Marc Hillhouse, and the main recruitment contact is Jess Brown.
About Nationwide Building Society
Member-owned UK building society providing mortgages, savings, banking, credit cards, loans and business banking.
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