Sr. Specialist, Fraud

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, Fraud acts as a single point of contact to resolve customer and internal/external issues/escalations; supports training, special projects, quality control, and change management

• Acts as a single point of contact to resolve customer and internal/external issues/escalations.
• Provides coaching to less experienced staff.
• Complies with all applicable federal regulations in decision making process.
• Provides exceptional service to internal and external customers, including support to all branches.
• Determines next action based on research results to mitigate fraud losses.
• Provides constructive suggestions and implementation details for process improvements.
• Provides high value customer service for inbound queue line consistent with formal written functional procedures, meeting or exceeding defined department service standards.
• Leverages technology to perform daily activities in systems.
• Tracks data related to call escalations to ensure quality of customer service and adherence to department policy and procedures.
• Applies deductive reasoning to provide customer solutions based on guidelines or procedures.
• Escalates system problems to management.
• Assists with the review of existing policies and procedures, training documents and scripting.

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:

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

Qualifications:

• 3+ Years Banking/Financial Services experience. - Required.
• 3+ Years Prior call center experience. - Required.
• 3+ Years Fraud experience. - Preferred.
• Demonstrated practical and theoretical knowledge of Customer Service principles/practices, Fraud identification and conflict resolution. .
• Strong problem solving and critical thinking skills.
• Strong MS Office (Excel, PowerPoint, Word, Visio, and Outlook) skills. .
• Strong verbal and written communication skills. .
• Strong organizational and time management skills. .
• Excellent customer service skills including an ability to follow-up to ensure closure of issues. .
• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to work independently as well as collaboratively within a team environment.
• Ability to stay abreast of industry best practices, procedures, and techniques.
• 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.

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.