Sr. Specialist, Customer Service

Sr. Specialist, Customer Service

USA Job Function Description:

Acts as first point of contact for consumer and business clients. Assists clients with resolving product, service or account issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions. Responsible for maintaining operational integrity.

Essential Functions/Responsibility Statements:

• Promote service excellence by modeling exceptional client service characteristics to retain and build existing relationships with clients.
• Handles escalated customer calls and sensitive issues.
• Identifies and addresses trends in customer service issues; identifies root cause and solutions and communicates as needed.
• Adheres to bank policies and procedures, code of ethics and all Federal, State and local laws.
• Coaches junior level staff to enhance learning opportunities and Customer Service skills.
• Assists with developing, documenting, and sustaining effective service processes within the department.
• Monitors and evaluates service performance to ensure resolution and quality standards are met or exceeded to create customer loyalty and satisfaction.
• Meets and exceeds service goals and objectives.
• Responds in a timely manner to difficult or complex product and service inquiries from clients, team members and business partners.
• Builds internal and external relationships through exceptional problem solving, ownership and follow-through.
• Models exemplary client service behaviors.

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 (Req)

Work Experience:

• Customer Service/ Customer Support experience. , 3-5 years (Req)

Skills and Abilities:

• Demonstrated practical and theoretical knowledge of Customer Service principles/practices and conflict resolution.
• Strong problem solving and critical thinking skills.
• Strong MS Office (Excel, PowerPoint, Word, Visio, and Outlook) skills.
• Strong verbal and written communication skills.
• Strong organizational and time management skills.
• Excellent customer service skills including an ability to follow-up to ensure closure of issues.
• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to work independently as well as collaboratively within a team environment.
• Ability to stay abreast of industry best practices, procedures, and techniques.
• Ability to change direction as project demand dictates.

EEO Statement:  At Santander, we value and respect differences in our workforce.  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.