Sr. Specialist, Claims & Fraud Operations

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, Claims & Fraud Operations is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the organization's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. This role is responsible for supporting the operational unit through driving continuous improvement, removing barriers, building/maintaining a robust and effective reporting suite, and assisting in production.

• Identifies risk factors and trends of potentially fraudulent activity utilizing technical data analysis and statistical interpretation.
• Increases operational efficiencies to streamline and simplify process flows and fraud prevention effectiveness.
• Monitors and reviews fraud risk, unique or highly complex exceptions generated from the various fraud prevention filters and security exception files.
• Conducts root cause analysis to identify opportunities to predict, prevent and mitigate risk within processes and performance.
• Develops trending reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity.
• Communicates significant issues to management and makes recommendations when weaknesses are identified.
• Identifies and aggregates Op Loss data.
• Completes data quality checks, including coordinating the resolution of data reconciliation issues.
• Completes root cause analysis and action plan evaluation on assigned losses.
• Assigns loss events for root cause analysis and actions plans to the LOB, as appropriate.
• Be proactive in the development and execution of ideas, which reduce risk and improve Santander's profitability.
• Performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities.
• Interacts regularly with Customers, Contact Center and Branches over the telephone for inbound and outbound calls.
• Trains branch staff on security procedures and policies.
• Reports suspicious activity as required by the Bank Secrecy Act.
• Receives and places calls to provide information to branches, the Member Service Center, lending departments and members on fraud, identity theft or Member Identification Program.

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.

• Associate's Degree or equivalent work experience: - Required.
• 3+ Years Experience in the financial service industry or similar environment, such as Customer Service, Operations, or Fraud Prevention. - Required.
• Working knowledge of loss and fraud detection/prevention principals, multiple fraud areas, compliance and regulatory issues related to the department and/or company.
• Working knowledge of fraud systems such as Lexus Nexus, Targus, Tran Union TLO.
• Knowledge and experience with root cause analysis.
• Solid analytical, interpretive and problem-solving skills.
• Ability to analyze diverse information and develop strategy recommendations.
• Excellent customer service and communication skills, both verbal and written.
• Excellent organization skills.
• Solid ability to multi-task.
• Solid knowledge of department computer applications and systems.
• Proficient in MS Office Applications.

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.