25 days ago
• Salary - £19,453 - £28,098 basic salary (dependant on relevant skills and experience)
• This is a 6 month Fixed Term Contract opportunity
Following the Specialist Support Service’s successful launch in April 2015, we have expanded our service to make a real difference when supporting vulnerable members such as Financial abuse, members with life limiting illnesses and members who require additional support.
We are looking for someone to provide specialist case management support for members and/or carers of members to support and identify suspected financial abuse, supporting members living with cancer, life limiting illnesses and other short term issues. We give them all the relevant information they need, by assessing member’s individual circumstances and proposing a tailored plan of support from Nationwide.
Who we're looking for
As a minimum requirement:
• An individual who can demonstrate good general product awareness to be able to communicate with service users effectively.
• Experienced customer service operator experienced in dealing with complex queries and able to provide an end to end service to the customer.
• Understanding of how internal processes and systems operate
• Highly proactive, experience of operating within a defined framework, when making decisions, and escalating where appropriate
• Ability to differentiate between advice and guidance under pressure
• High emotional resilience and emotional intelligence
• Demonstrate a high degree of empathy and understanding in extremely sensitive situations. Building the trust of the customer and/or carer
• Time management and ability to manage case workload across your portfolio
• Excellent oral and written communication
• Good organisational awareness
What you'll be doing
• Responding to calls and contact from vulnerable members, with a high degree of empathy and sensitive questioning to identify the customer’s individual needs.
• Establishing the right course of action for each member, based on a full assessment of their product holdings and individual circumstances.
• Identify when expert collaboration is appropriate, and guiding the member to these sources of help, either internal or external support networks and charities.
• Identify and investigate possible financial abuse, questioning the member and making decisions for the best interest of our members.
• Providing information and guidance to customers to help them make informed decisions about their product offering with the Society, without straying into real or implied advice.
• Establish appropriate communication plans with members, including suitable review periods, to enable effective case management based on individual circumstances and products held
• Using provided framework guidelines from the product areas (including fees and charges waivers) to ensure we secure the right outcome, based upon the member’s needs.
• Creating and maintaining clear member support records throughout the member’s relationship with Specialist Support Team.
As a Specialist Support Manager you will be required to communicate, influence and build strong working relationships with a range of internal departments and Macmillan to ensure the members case is handled effectively.
You will be required to case manage and support vulnerable members throughout their journey. Timescales will vary depending on individual member circumstances; some of these timescales will be time critical and will therefore require urgent resolution.