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Agatha: Making impact as a Customer Representative
Whatever your role, you think about how to meet customers' needs in everything you do. Agatha shares her experience working as a Customer Representative in our Chelmsford branch. She explains the fulfilment she gets from helping our customers through life-changing moments.
Please introduce yourself
I'm Agatha and I've worked at Nationwide for over two years as a Customer Representative. I've had the privilege of working in several branches. I thoroughly enjoy the variety within my role and I’m passionate about providing excellent customer service and finding solutions to meet our customers' needs.
I believe that every interaction with a customer is an opportunity to make a positive impact and create a sense of ease for them. Nationwide has given me brilliant transferable skills and provided me with several professional growth opportunities. I'm continuing to make a difference in the lives of our customers.
Outside of work I enjoy various sporting activities, such as badminton and spending time with friends.
Can you share an example of helping a customer?
A customer came into branch visibly distressed and asked to speak to me in private. They were visibly upset and expressed concern over several letters regarding debts they weren't aware of. The letters threatened legal action and the customer was clearly distressed.
Upon investigation, it appeared that the customer had become a victim of identity fraud. After explaining to them what had happened, we registered them with CIFAS (a fraud prevention service) and the debt company was then able to handle the incident.
They left the branch emotional, yet grateful that they had been able to get clarity by visitng our branch. They'd arrived feeling overwhelmed but then relieved that a resolution would be put in place.
How did being in person help the situation?
The customer was left in such an awful position being made to feel isolated and vulnerable, I let them know they weren't alone and that we'd be able to help.
Seeing their relief when we were able to investigate and help resolve the issue made me feel like I'd truly made a difference. Being in person helped us quickly understand the problem and provided reassurance to the customer that we could support. Human connection in these situations is really important.
What does our Branch Promise mean to you?
So many banks are leaving the high street, but our Branch Promise shows that we're commited to making banking fairer, more rewarding, and for the good of society.
Nationwide are commited to providing a physical location where customers can speak to someone face-to-face about their finances, get personalised advice, and feel supported in managing their money.
We will always have a dedicated team of professionals who are committed to helping customers navigate life's financial and non-financial challenges regardless of what stage of life they’re at or how comfortable they are with new digital technology. It's reassuring that Nationwide is invested in truly supporting its customers.
What would you say about a career in branch?
Each day brings its unique challenges which provide new perspectives and opportunities for growth.
Working in one of our branches allows you to build strong working relationships and interact with a diverse range of customers, each with their own unique needs and circumstances. This provides a dynamic and rewarding work environment where you can make a real impact on people's lives.