Mortgage Administrator

at  Nationwide Building Society

On behalf of Nationwide Building Society, AMS are currently recruiting for an Administrator based within the Mortgage departmentfor a 6-month temporary contract based in Northampton.
Nationwide aren’t like a bank. They’re not like other financial services companies. They’re a building society - and they’re building their ‘society’ with a sense of community and with a collective belief in the idea that we’re all here to help each other. That’s what Nationwide are all about and that’s what makes them different.

At Nationwide, our mission is to build an inclusive culture where everyone can thrive and for our Society to reflect the diversity of the communities we serve. We want to support and uplift people’s wellbeing so they can bring their whole selves to work and flourish in all aspects of their lives. Working for Nationwide, you’ll have access to a range of benefits, support and resources. For example:

• Healthy Mind Champions – We have an active group of colleagues, spread right across the Society, who are trained to provide a listening ear and signpost support options.
• Employee Networks – We have nine employee networks, open to all of our colleagues. Their aims are to provide peer support, work collaboratively with the business to achieve strategic ambitions, and act as a collective employee voice. Our newest addition is the Minds Matter network, which focuses specifically on mental health and wellbeing.

Online Resources – Our internal intranet page is much more than a news site, it’s packed full of useful resources to support your wellbeing and is a great place to go for more information on a whole range of wellbeing topics.

• £12.64 per hour - Paid Weekly
• 35 Hours per week
• Core office hours between 9am to 5pm Monday to Friday
• Location: Based in Nationwide Building Society Administration Centre - Moulton Park, Northampton, NN3 6NW
• Start date: 10/02/2025

WHAT THE ROLE INVOLVES:

The role of the Administrator will be to own the customer’s case from receipt until completion. This includes assessing the customer request to ensure all details are correct, that all the necessary documents are present and valid ensuring action required is clear. Contacting the customer or solicitor to obtain any further required documents. Keeping the customer updated and informed until their request is completed.

DUTIES OF THE ROLE WILL INCLUDE:

• Request and obtain correct documentation, where documents are missing, incorrect or not within valid dates.
• Escalate / seek advice where the customer’s request is unclear or may cause detriment to them.
• Effectively and accurately use multiple in-house systems to access and complete customer requests, logging action taken as required.
• Seek a solution for any case that falls outside of agreed SLA using Senior Customer Administrator to resolve, allowing the request to be completed.
• Responsible for managing allocated workload, prioritising multiple cases to ensure key SLAs are achieved.
• Identify and raise any trends or areas of improvement that would improve the end-to-end customer journey.
• Build strong working relationships with peers, Case Owners, Senior Case Owners and Team Managers, across the operations teams to allow for efficient escalations and advice to be sought as required.