USA Sr. Specialist, Complaints Management (319BO1)

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 Sr. Specialist, Complaints Management is responsible for escalating, identifying, assessing, and responding to potential threats directed toward the organization, its employees, or its assets. This role involves monitoring incoming reports, evaluating risk levels, coordinating with internal partners (such as Security and Human Resources), and appropriate mitigation steps are taken. The specialist will maintain detailed documentation, follow established protocols, and escalate high-risk situations as needed. Strong analytical skills, sound judgment, discretion, and the ability to communicate effectively in sensitive situations are essential.

• Cross trains in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions.
• Delivers best-in-class quality customer service experience focused on satisfying the customer during the complaint resolution process.
• Independently researches multiple subjects across multiple systems and all department.
• Escalates all identified gaps and/or trends to leadership as identified.
• Evaluates phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures and all state/federal laws.
• Identifies and supports implementation of process improvements and procedural challenges, recommending appropriate solutions within department.
• Builds effective relationships with business management and maintains ongoing communication around discovered issues and potential process improvements.
• Performs training with new hires and with existing associates in departmental meetings.
• Attends meetings with other departments to maintain a working knowledge of their current process and potential departmental issues.
• Evaluates and enhances workflow to implement best practices.
• Facilitates and/or participates calibrations with peers and management on previous resolutions and calls to ensure accuracy of handling and process.
• Maintains a comprehensive working knowledge of all systems, policies and procedures.
• Assists with special projects as needed.

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.

Education:

• High school diploma, GED: or equivalent work experience - Required
• Bachelor’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Preferred

Qualifications:

• 3+ Years Servicing/Originations or related experience. - Required.
• Advanced understanding of the Auto Finance industry and/or related field.
• Demonstrates superior experience and judgment to appropriately diagnose and resolve unique and difficult complaints. .
• Demonstrates proficiency in complaints resolution.
• Demonstrates conversational skill important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management.
• Proficient in written communication as required for resolving complaints.
• Ability to appropriately identify, diagnose, and resolve complaints from customers as well as external parties such as the BBB, CFPB, attorneys, State Attorney Generals, and regulators.
• Ability to research, resolve, and respond to the most complex complaint cases.
• Ability to determine defects or errors in process or procedure.
• Ability to take on additional projects and responsibilities as needed.
• Strong written and verbal communication skills.
• Ability to build positive relationships with business partners, leaders, and agents.
• Ability to work effectively across the organization to influence priorities across departments.
• Advanced Microsoft Office (Word, PowerPoint, Access, Outlook) skills. .
• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to stay abreast of industry best practices, procedures, and techniques.
• Ability to work independently as well as collaboratively within a team environment.
• Excellent customer service skills including an ability to follow-up to ensure closure of issues. .
• Strong organizational and time management skills. .
• 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. .
• Ability to identify complaints with potential regulatory impact accurately.

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.