Customer Selection & Exit Management Specialist

This role plays a critical part in protecting both customers and the bank from financial crime by managing the end-to-end customer selection and exit process for individuals and businesses that fall outside the bank's risk appetite. Working closely with Financial Crime and operational teams, you will assess and triage high-risk cases, gathering and analysing information to build clear, evidence-based recommendations for review by senior decision-makers.

A key aspect of the position is ensuring compliance with AML regulations, the Proceeds of Crime Act, Defence Against Money Laundering (DAML) requirements, and wider industry and regulatory standards. You will also oversee customer exit activity, monitor accounts during notice periods for unusual transactions, support complaint investigations, manage exit-related suspense accounts, and liaise with external bodies such as the National Crime Agency and National Hunter when required.

We are happy to consider flexible working approaches to help you perform at your best.
 

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works. 

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
 
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

You will be responsible for preparing detailed case files, facilitating decision-making panels, maintaining accurate records, and ensuring all outcomes are implemented in line with regulatory requirements and internal risk standards. The role requires strong stakeholder management skills, as you will collaborate across Financial Crime Operations, FIU, Business Banking, Commercial teams, and account closure functions to obtain information, challenge where necessary, and drive effective outcomes.

The processes within the team are complex given the need to build accurate and clear cases whilst fulfilling regulatory obligations under the Proceeds of Crime Act (including defence against money laundering consent). This will involve the team constantly liaising with Financial Crime Operations, Business Banking, Financial Crime Insight Unit (FIU), Commercial team and colleagues responsible for closing accounts as well as supporting responses to customer complaints.

Success in the role will require excellent analytical and organisational skills, attention to detail, and the ability to present complex information in a concise and compelling manner. You will also contribute to continuous improvement initiatives, helping to enhance processes, strengthen controls, and ensure a consistent, customer-focused approach to risk management across the bank.
 

About you

The minimum requirements for this role are:

• Experience working in an operational economic crime role
• Ability to analyse complex financial crime information to identify key risks
• Experience maintaining accurate and up to date records which would stand up to a review by the regulator
• Comfortable collaborating with multiple internal teams and challenging where information is incomplete
• Working knowledge of regulatory and legal requirements and codes of practice relating to customer exits
• Extensive case presentation and written communication skills

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. 

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

The hiring manager for this role is Kirsten Docherty, and the main recruitment contact is Jon Daw.