Financial Care Team Senior Analyst

The Fin Care Team Senior Analyst role is primarily responsible for supporting the FCT (Financial Care Team) in maintaining compliance with regulatory standards, ensuring we are compliant and up to date with our own internal policies, support the delivery of all aspects of change and play a key role in supporting the successful delivery of our Integration Programme.

The Senior Analyst will support root cause analysis around themes identified from the Enterprise Outcome Testing and Quality Checking Teams, ensuring robust action plans are put in place to ensure our customers receive the best possible outcomes.

The role holder will work with key stakeholders to ensure we remain compliant with our internal policies, with attestations completed in a timely manner and that any actions raised are tracked through to completion. This will include maintaining the Standard Operating Procedures across the department, ensuring they are kept up to date, accurate and compliant with regulatory expectations. Through the use of data, the role holder will support root cause analysis of complaints, to identify themes, trends and opportunities for improvement through action plans.

The role holder will be expected to have an intermediate knowledge and understanding of mortgage or credit card collections processes and procedures.

This is a 24-month secondment 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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

The Senior Analyst must be a self-motivated, enthusiastic individual who thrives on dealing with challenges and working in a fast-paced environment. They will be accountable for ensuring any changes within the department (regulatory, system or continuous improvement) land smoothly, without negative impacts on our customers or the bank.

You must have a keen eye for detail and be analytical in your approach to data, identifying trends from complaint analysis and drafting appropriate supporting action plans.

The Senior Analyst is expected to have detailed knowledge of collections processes and procedures, with desire to get things right first time. You will be familiar with drafting standard operating procedures and will ensure these are updated and maintained for the Financial Care Team.

About you

The minimum requirements for the role are

Must have recent experience within credit card or mortgage collections.

Experience delivering and implementing change activities within FCT

Experience reviewing and maintaining of standard FCT operating procedures

Experience as a key point of contact for process-related queries across FCT, taking ownership of issues through to resolution.

Proactive in maintaining an up-to-date understanding of relevant policies and procedures

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

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 onDon’t be conned by a job scam.

The hiring manager for this role is Shaun Steavens, and the main recruitment contact is Jon Daw.