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Connor: Creating customer connections

Retail

Connor: Creating customer connections

Connor a Multi-skilled Member Representative in our Worthing branch shares with us the satisfaction he gets helping our customers face to face – not just in terms of service but with a positive and memorable experience ensuring they leave with more than they come in for. 

Please introduce yourself. 

Hello, my name is Connor and I’ve been working for Nationwide for almost two years.  I started as a Customer Service Representative and have since moved through several roles in branch, from being in control of ordering money in, sending it out, managing large cash requests, and fixing internal issues, through to resolving complaints and training new colleagues. 

Working at Nationwide has been a life-changing experience for me, it has allowed me to grow both personally and professionally, and I have had the opportunity to meet and work with some amazing people. I’m grateful for the opportunities I have been given and look forward to continuing to grow and develop in my career here. I am currently studying for my DipFA, (Diploma for Financial Advisors) which will allow me to continue my growth and understanding of the financial services industry. 

Can you tell us about a time when you've helped a customer through a life-changing moment? 

A few months ago, I spoke to a couple, who were new customers of Nationwide. They explained that they were in the process of applying for a mortgage and wanted to know what we could offer. After providing them with the basic information, I pointed them in the direction of our iPad, where they could use our mortgage calculator to find out how much we could potentially offer them both. After further discussions, I also thought it would be a good idea to mention Home Insurance which is sometimes overlooked in all the stress of buying a house. The couple completed the quote details and took both that and the mortgage calculator workings out home with them, to ponder over. 

Why was helping them face-to-face important to you and how did it make you feel? 

Being able to offer the couple a face-to-face experience was a lot more personal and made things easier for them to understand.  I know for a fact that no one else goes above and beyond like we do here at Nationwide. By being present and dealing with people in person, we can speak to customers directly, and offer them the best information, that makes sense to them.   

Everyone has a different way of understanding, and it’s vital that we work with them, knowing where their strengths and understandings are. This builds a deeper relationship and will more than likely lead to them coming back into branch again, opening new products and making us their primary financial institution.  

Having these life-changing conversations with customers makes me strive to be better every day, and knowing they have left with more than what they came in for makes me feel like I've done my job and some more!  

What does the branch promise mean to you? 

Being present on the high street is vital. Whilst others may be uncertain as to where they will be in 12 months’ time our branding and promise shows we are stable, and here for the future. 

It's exactly what people look for when choosing somewhere to protect, look after and support their financial needs. It's why Nationwide has done so well and continues to excel. 

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

Nationwide has offered me some of the best opportunities, both inside and outside of work, developing a better understanding of the financial services industry and what makes us stand out in comparison to all the banks.  

I have built some of the best friendships I have had and it has led me to do things I never thought I would do, such as skydiving for a local charity, studying for a diploma to be able to give financial advice, and so much more

It's given me a sense of being a part of a community, being there for when I am needed most, maybe in the case of a bereavement offering the surviving spouse someone they can speak to and air their emotions in confidence and supporting them. There really isn't anything better. 

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