Customer Support Associate

As a Customer Support Associate you will work within one of our Specialist Support Teams in Fraud Operations. You’ll be primarily helping customers throughout the fraud and disputes process. You’ll be supporting customers who have been a victim of fraud or who have reoccurring payments debiting their account that they dispute authorising. Your main role will be to gather relevant evidence to analyse if a transaction was fraudulent and communicate an outcome to our customers. This role ensures we support our customers providing world-class customer service. Investigative work is a key part of the role, whilst ensuring we are supporting our customers by providing aftercare and education to stop similar situations in the future. 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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow, Gosforth or Leeds sites approximately once per quarter . If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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. 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.