Associate, Complaints Management

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.  This is more than a strategic shift.  It’s a chance for driven professionals to grow, learn, and make a real difference.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Associate, Complaints Management is responsible for supporting the execution of Santander US complaint governance routines, with a focus on Root Cause Analysis (RCA), trend identification, and stakeholder engagement across the First Line of Defense (1LoD). This role partners closely with Lines of Business (LOBs) to drive accountability, enhance processes, and reduce complaint volumes while ensuring alignment with regulatory expectations and internal risk management frameworks.

This position operates within a highly controlled environment and requires strong analytical, communication, and project management capabilities to influence stakeholders and drive sustainable outcomes.

Root Cause Analysis (RCA) & Governance

• Execute governance routines supporting enterprise complaint management and RCA frameworks.
• Analyze complaint data to identify key drivers, emerging risks, and top complaint categories across LOBs.
• Partner with LOB stakeholders (1LoD) to validate root causes, assess impacts, and define remediation actions.
• Monitor and challenge action plans to ensure effectiveness, sustainability, and alignment with risk appetite.
• Ensure adherence to internal policies, procedures, and regulatory expectations related to complaints management.

Stakeholder Management & LOB Accountability

• Drive accountability with LOB partners to ensure timely review and ownership of complaint data.
• Facilitate monthly governance routines, ensuring LOBs provide clear, concise commentary on volumes, trends, drivers, and remediation efforts.
• Provide effective challenge where necessary to ensure completeness and accuracy of LOB submissions.
• Build and maintain strong working relationships across business and control functions.

Complaints Management Forum Coordination

• Coordinate the Complaints Management Forum, a key governance forum within Santander US.
• Identify LOBs required to present based on complaint trends, risk exposure, and escalation criteria.
• Guide LOBs in preparing presentations, ensuring alignment with governance standards and messaging consistency.
• Support facilitation of forum discussions, focusing on root cause identification, remediation progress, and risk mitigation.

Project Management & Continuous Improvement

• Lead and support initiatives to enhance complaint management processes, reporting, and governance routines.
• Develop and execute project plans with minimal supervision, ensuring timely delivery of milestones and objectives.
• Coordinate cross-functional stakeholders to drive execution of initiatives and track progress against deliverables.
• Identify process gaps and recommend improvements aligned with Santander’s continuous improvement culture.
• Support additional initiatives and ad hoc projects as assigned.

Qualifications & Skills

• Strong interpersonal and stakeholder management skills with the ability to influence across LOBs and control functions.
• Excellent written and verbal communication skills, including the ability to present to senior stakeholders.
• Advanced analytical and critical thinking capabilities with strong attention to detail.
• Ability to operate independently, manage competing priorities, and perform effectively under pressure.

Project Management Skills

• Demonstrated experience managing multiple initiatives in a structured, deadline-driven environment.
• Strong organizational, planning, and execution skills.
• Ability to coordinate across multiple stakeholders and drive accountability.

Risk & Control Mindset

• Understanding of risk management principles within a financial services environment.
• Ability to provide effective challenge and ensure alignment with governance and regulatory expectations.
• High level of ownership, integrity, and accountability.

What You Bring:
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.

• Bachelor's Degree or equivalent work experience: Cognitive Science, Statistics, Psychology, Human Computer Interaction or equivalent fields. - Required.
• 5+ Years Progressive experience in a Customer Support/ Customer Experience function. - Required.
• 1–3+ years of experience in complaints management, risk, compliance, audit, or customer experience within financial services preferred.
• Familiarity with Root Cause Analysis methodologies and governance frameworks.
• Experience working within a large, matrixed organization such as Santander is a plus.

Certifications:

• No Certifications listed for this job.

It Would Be Nice For You To Have:

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
• Experience in Microsoft Office products.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range:

Minimum:

Maximum:

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

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 is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

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 your employment at any time for any reason.

What To Do Next:

Review the internal eligibility guidelines here. If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs.