# Senior Case Owner at Nationwide

Nationwide is hiring a Senior Case Owner. Level rates it Little AI ●○○○; you can [apply on Level](https://jobsbylevel.com/go/87aa1416-b8e5-4f45-91d5-b3fcab7d0d8f).

AI Level 1, AI centrality 0 out of 100. Remote (Bournemouth, United Kingdom).

## Details

- Company: [Nationwide](https://jobsbylevel.com/companies/nationwide)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Remote (Bournemouth, United Kingdom)
- Posted: October 8, 2026
- Apply: https://jobsbylevel.com/go/87aa1416-b8e5-4f45-91d5-b3fcab7d0d8f

## Description

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. 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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-case-owner-at-nationwide-d8f124

Source: https://jobsbylevel.com/jobs/senior-case-owner-at-nationwide-d8f124

## Cite this page

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