Description
As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.
Responsible for providing consistent high quality customer service to Santander’s consumer banking customer via the telephone. Accurately responds and educates customers on inbound service and sales inquiries. Strengthens the customer relationship, effectively identifies customer needs, resolves issues and provides a customer experience that creates the opportunity to recommend additional products and services. Demonstrates a strong knowledge of Santander’s products and services including deposit, loans and credit cards. Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws. Keeps informed of changes in bank products, services and procedures. Responds to customer inquiries regarding mailings (i.e. statements, promotions, mortgage notices, escrow notices, etc.) Identify Customer needs, educate and sell customers on bank products, services and recommends solutions. Responds to and resolves customer inquiries on account status, researching problems and inquiries. Assesses customer needs beyond the immediate reason for contact. Provides consistent quality customer service to internal and external customers that meet or exceed Santander’s standards.
Work Schedule: 1:30pm-10:00pm
Training Schedule: 8:30am-5:00pm
Qualifications
- High school diploma or equivalent
- Minimum 6 months customer service experience
- Basic aptitude for math, and proven ability to work with systems, accuracy in typing
- At Least 0.5 Years Specialized Knowledge Ability to adjust to a changing environment
- Ability to educate customer on a service or product solution, empathize with a customer and take ownership of an issue, follow up on customer and commitments, listen and interpret customer communication to identify needs, make decisions and explain criteria and actions, present information and solutions in clear concise terms
- Ability to question, accurately identify a need and present an effective solution, set customer expectations and explain to customer what is being done to resolve an issue
- Bi-lingual specialty skill desired (Spanish and English). Complete knowledge of
- products, policies and procedures
- Demonstrates ability to identify suspicious, red flag, high risk or fraudulent activity. Demonstrates analysis and problem solving skills
- Demonstrates high level of professionalism; actively attends meetings and conveys understanding of comments and questions of others; listens well in a group
- Encourages and empowers others to achieve; creates enthusiasm, a feeling of investment, and a desire to excel
- Excellent organizational and multi-tasking skills required
- Flexibility in schedule
- Generates new ideas; goes beyond the status quo; recognizes the need for new or modified approaches; brings creativity to the job
- Manages time effectively. Positively asserts own ideas and persuades others; gains support and commitment from others; mobilizes people to take action
- Proven Customer Service skills and ability to work in a fast paced changing environment
- Responds well to personal development and feedback, demonstrates a willingness to learn
- Shows ability to confirm and check for understanding of communication
- Speaks clearly and expresses self well in groups and in one-to-one conversations; articulates thoughts, ideas and solutions clearly; shows ability to simplify complex issues
- Strong communication skills and ability to present information clearly and professionally Strong verbal communications and customer service skills
- The ability to navigate Santander’s system to collect information and data needed to identify and assess needs and or diagnose service issues
- Working knowledge of Santander’s products, service and systems and ability to communicate and educate customer