Specialist, Small Business & Consumer Operations at Santander Holdings USA Inc

Country: United States of America

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

The Treatment & Prevention team member will be responsible for reviewing and completing case work from multiple queues within assigned SLAs. This work will include reviewing customer interactions, account history and notes, details of request submitted in CARE or SharePoint, and following up with the customer as needed. Team member will also be responsible for providing feedback to CARE recorders when an opportunity is identified, including raising any trends, and working towards improving the overall Customer Experience.

Essential Functions/Responsibility Statements:

• Reviews customer account instructions to ensure that proper documentation is attached.
• Verifies accuracy of transaction details for account transactions, fees, rates, spreads and instruction.
• Ensures all agreed checks in pre- processing / processing are strictly carried out.
• Ensures emails and customer requests are responded to completely, comprehensively and immediately.
• Participates in team meetings and ensures implementation of agreed action points.
• Researches the unit's Suspense Account entries to determine which entries are unapplied loan payments.
• Processes loan confirmations for loan transactions and remits confirmation to the customer as required.
• Supports implementation of key projects.
• Updates control sheet and reconciles the daily instructions.
• Ensures timely escalation to Management of any exception noticed related to work and environment.
• Ensures timely archival of records with service provider and proper maintenance of inventory of archived records.
• Ensures that new loan instructions have properly executed documentation, signatures and approvals.
• Ensures account maintenance instructions have properly executed documentation, signatures and approvals.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

Bachelor's Degree or equivalent work experience in Finance, Business or equivalent field.

Work Experience:

In same or similar role., 0+ years
,

Skills and Abilities:

• Demonstrated practical and theoretical knowledge of Customer
• Service principles/practices and conflict resolution.
• Strong learning and inquisitive skill set
• Ability to handle sensitive information with the highest degree of
• integrity and confidentiality.
• Ability to prioritize in a high-pressure, fast-paced environment
• Ability to build and foster internal and external relationships.
• Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding
• Excellent customer service skills including an ability to follow-up to ensure closure of issues.
• Strong problem solving and critical thinking skills.
• Ability to change direction as project demand dictates.
• Ability to effectively and clearly communicate instructions to others, summarize and articulate issues, and document findings in a clear and concise manner.

Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.

Primary Location: East Providence, RI, East Providence

Other Locations: Pennsylvania-Reading

Organization: Santander Bank N.A.