Our contact centre people change lives
A squeeze on household incomes has meant many families and individuals are now seeking assistance in managing their finances.
The stresses and strains that this financial state can bring means our Collections and Recoveries team provide vital support to Nationwide members who may be affected.
One such member, before being referred to the team in 2015 after struggling to cope with her accounts and who’d been suffering from mental health issues due to her predicament, had tried to take her own life on four occasions.
Straight away they started to build a strong relationship with the member month-by-month, helping her set up payments and managing her finances. They were also able to glean more of an understanding of her mental health difficulties which helped them recognise when she was feeling low.
In late 2016 they received a call from the member in great distress. She had taken a significant amount of paracetamol alongside alcohol. The colleague stayed on the phone to her as she pulled the lifeline cord in her assisted living home, waiting to liaise with the warden to carry out a welfare check and call an ambulance. This was one of the many crisis points the member had throughout her time with the Collections and Recoveries support team.
Fast forward to now
The team have continued to work with her to repay the outstanding Nationwide debt and help her manage her money.
“ Everyone on the team thinks she is a joy to talk to now, she really lights up their day when they speak to her and see how she's getting on. ”
Sometimes life can be challenging. This is just one of the members we are supporting every day in Collections and Recoveries and shows the difference the team can make to help vulnerable customers become debt free.