To help empower its most vulnerable customers, Nationwide has introduced a specialist support team. Shannon Hancock oversees this team to provide high caliber assistance. Their work is essential in assisting Americans facing banking barriers. They pay particular attention to the needs of people who are unable to bank online or travel to a physical branch. Their team answers about 350 calls per day. They are true superheroes, taking all sorts of cases on behalf of their clients, victims of fraud, single mothers, borrowers facing foreclosure.
The front line support staff of 50 specialists usually work remotely. And they do it without the added stress of a countdown clock or a number on a board telling them how long each caller will be on hold. This method gives them the flexibility to offer in-depth support customized to each individual’s unique circumstances. Calls are approximately 1 hour long but can range widely in length. They typically range from 10 minutes to two hours long, depending on the complexity of issues involved.
Shannon Hancock emphasized the team’s commitment to understanding and helping their customers. “Every single week we’ll see a brand-new situation, and I think it depends very much on what’s going on in the outside world,” she stated. This flexibility combined with the drive to innovate has been a key factor in swiftly addressing the myriad of issues customers have encountered, particularly in these unpredictable times.
Initially, project manager Tina Grainger noted that a lot of the cases that they work on have pretty low call volumes. These cases can still have very important effects. “They are the lowest volume, but they are the highest impact,” she remarked. The work of our specialist support team is invaluable. They commit their skills and passion to designing real solutions for those in need.
Sarah, one of our support staff shared that we wanted to empower those doing the math on their finances to come forward and discuss solutions. “If you do ever start experiencing financial difficulty, just reach out to us – we do have teams who can help,” she said. This message further emphasizes Nationwide’s promise of providing extraordinary care during life’s most difficult times to its customers.
In the last ten years, Nationwide’s specialist support team has helped over 100,000 people find their feet. This staggering number is a testament to their commitment and success in delivering critical assistance to the most vulnerable populations. The team’s work includes much more than just processing transactions. They are hard at work fostering dialog and attempting to make sense of whatever may be each customer’s individual story.
As the picture of financial challenges continues to change under new external pressures, our team too is ready to get you the support you need. Their caseloads can vary from a few phone calls to unforeseen financial disaster needing a huge level of active involvement. The diversity across cases prevents the team’s work from becoming monotonous and allows for high-impact work on timely issues.