Team Lead, Claims & Fraud Operations

It Starts With You:

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 Lead, Claims and Fraud Operations primary responsibility is in the research and resolution of complex customer disputes & fraud cases, with additional duties to assist Managers with day-to-day operations such as reporting, root cause analysis, and process optimization. The Lead Claims and Fraud Operations will also continue to maintain ~50% productivity in a fraud investigation, or compliance role.  This role is in a highly regulated environment and requires strict adherence to company policies and procedures, as well as State and Federal laws.

• Leverage deep understanding of various financial crime schemes to mitigate losses and propose strategies to fortify the bank’s defenses against threats
• Maintain compliance with the Bank Secrecy Act by ensuring that Suspicious Activity Reports are filed on all qualified Activity and within the established timeline
• Ensure that all Suspicious Activity Reports consistently meet heightened quality standards before being submitted
• Actively interface with peer banks and industry organizations to Maintain and broaden awareness of industry risks, trends, solutions, and best practices
• Investigate various types of Suspicious Activity to determine fraud exposure to the Bank
• Identify and pursue process enhancements and continuous improvement opportunities
• Off hours availability for escalated fraud events (on a rotation)
• Coordination with Law Enforcement to arrest/convict suspects and Recover Bank assets
• Maintain high level of performance in terms of working/closing out cases in a timely fashion, securing recoveries and achieving a consistently high-quality high-quality assurance score for casework
• Develops deep subject matter expertise in fraud and other key indicators that may result in potential vulnerability/risk.
• Develops, implements, and refines critical fraud system controls for the purpose of detecting and preventing fraud, including testing to Identify, measure, and validate fraud processes.
• Partners with lines of business and corporate Partners to effect change and promote awareness through the Coordination of fraud detection monitoring of system enhancements and statistical trend analysis.
• Maintains an in-depth in-depth awareness of company goals and industry trends.
• Demonstrate technical expertise and strong knowledge base in the area of fraud prevention risk management.
• Perform ad-hoc analysis as potential risks are identified.
• Develops and maintain comprehensive documentation for fraud detection systems.
• Participate in the evaluation of new applications and the identification of systems requirements for planning purposes.
• Acts as the subject matter expert in claims insights and analysis and in communication with various departments to obtain/provide information for key projects and problem resolution purposes. These contacts would be used to address issues and opportunities with organizational performance, operational readiness for new initiatives, operating effectiveness as well as process improvements, business need analysis and escalation of operational constraints as it relates to Claims.
• Identifies and monitors trends and/or abnormalities with regards to claims volumes, average processing times, and agent Activity and provide proactive recommendations to align staff to business changes.
• Collaborate with key stakeholders to provide financial and service level analytics and insights for new initiatives to understand staffing and claim volume implications.

• Conducts ad-hoc reporting and analysis as required to support Claims.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education:

• Associate’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Required

Qualifications:

• 3+ Years Experience in the financial service industry or similar environment, such as Customer Service, Operations, or Fraud Prevention. - Required.
• Banking experience and a minimum of one-year direct auto fraud finance experience.
• Working knowledge of fraud systems such as Lexus Nexus, Targus, Tran Union TLO.
• Collaboration - Teamwork: Proficient - Applying and Executing. Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change. Provide assistance and coaches with less experienced team members
• Customer Focus - Issue Ownership: Proficient - Applying and Executing Addresses customer’s requests, ensures concerns are recorded accurately and action is initiated appropriately. Makes extra effort to satisfy customers’ needs and meet commitments.
• Execution - Applying and Executing Follows through to meet commitments to others. Takes responsibility for achieving strong results, despite balancing multiple complex demands.
• Influence - Two-way communication: Proficient - Applying and Executing. Communicates in a timely and straightforward manner. Probes for additional information, clarifies assumptions and confirms agreed-upon actions. Keeps everyone involved informed about progress and issues
• Problem Solving - Problem Identification: Proficient - Applying and Executing. Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious
• Problem Solving – Resourcefulness: Proficient - Applying and Executing. Builds and maintains one’s network of contacts and resources and knows who to involve in problem resolution
• Business Acumen - Applying and Executing. Stays current with industry and regulatory trends and emerging risk issues. Has good understanding of current market and competitive landscape that the organization operates within.
• Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures: Proficient - Applying and Executing. Executes risk management process and procedures without management direction and demonstrates awareness of expected results. Knows the relationship and impact of actions and results. Understands regulations impacting area supported.

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.

Work Authorization & Sponsorship:
Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

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.