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Agatha: The power of human connection

We spoke to Agatha, a Multi-skilled Customer Representative who works in our Chelmsford branch.  She explained the fulfilment she gets knowing she plays a vital part in helping our customers through life-changing moments.

Please introduce yourself.

I'm Agatha and I've been at Nationwide for nearly two years as a Multi-skilled Customer Representative. I've had the privilege of working in several branches, dealing with both basic and complex enquiries. I thoroughly enjoy the everyday variety within my role and I’m passionate about providing excellent customer service and finding solutions to meet our customers' needs.

Outside of the branch I enjoy various sporting activities, such as badminton and spending a lot of time with friends making memories that will last a lifetime.

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 thoroughly look forward to continuing to make a difference in the lives of our customers.

How have you been able to help a customer through a life-changing moment of theirs?

A customer came into branch visibly distressed and asked to be spoken to in private. When I sat with them they expressed concern over several letters addressed to themselves regarding debts they weren't aware of, these stated that legal action would be taken if they weren't paid. The customer was not able to repay these debts.

Upon investigation, it appeared the debts were with a company that only operates via an App which they had never installed. This customer was a victim of identity fraud. After explaining to them what had happened and how it could have happened, we registered them on CIFAS (a fraud prevention service) and the company in question handled the theft.

They left the branch emotional, yet grateful that they had come into branch and were able to get this situation sorted. They had come in feeling overwhelmed by the severity of the situation and felt relieved that they had got it resolved.

Why was helping them face-to-face important to you?

The customer was left in such an awful position being made to feel isolated and vulnerable, I let them know they were not alone and that they had someone by their side who cared and was willing to help.

Seeing the relief and gratitude in their eyes when we were able to find out the root cause of the issue and make steps forward to resolving the issue, made me feel like I had truly made a difference. It reinforced the importance of being there for others in their time of need and how the power of human connection and a simple act of kindness can have such a big impact on someone's life.

What does our branch promise mean to you?

So many banks are leaving the high street, leaving their customers feeling disappointed, excluded and out of touch with their finances which now, more than ever, is important to have full control and understanding of.

The branch promise means that there will always be 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.

Why would you recommend a career in one of our branches?

Every day is different. 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.

Find out more about our retail opportunities here