Specialist, 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 Specialist, Complaints Management is responsible for assisting customers in all areas of Customer Advocacy. The incumbent effectively diffuses and resolves customer disputes across all business units/processes, delivers best-in-class customer service, and appropriately escalates concerns when necessary.

• Partners with loan operations and support departments to identify root cause of issues and solutions to increased levels of complex escalated complaints as evidenced by amount of research.
• Delivers quality customer service experience focused satisfying the customer during the complaint resolution process.
• Evaluates phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures and all state/federal laws.
• Calibrates with peers and management on previous resolutions and calls to ensure accuracy of handling and process.
• Cross trains in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions.
• Maintains a comprehensive working knowledge of all systems, business processes, departmental issues, and policies and procedures.
• Escalates all identified gaps and/or trends to leadership.

This specific role will be responsible for closing the loop on customer requests, including, but not limited to reviewing cases in CARE that are Pending or have been Resolved, provide feedback to the frontline channels on observations identified during case review, and support exception based customer outreach initiatives. Individuals should have strong retail and business banking knowledge, including deposit accounts, CDs, credit cards, consumer loans, retail and business online services, and CARE taxonomy.

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: Business, Finance or equivalent degree. - Preferred.
• Other: Equivalent combination of education and experience. - Required.
• 0+ Years Servicing/Originations role or related experience. - Required.
• Proficient understanding of Auto Finance and/or related field.
• Demonstrates proficiency in all complaint types and independently and thoroughly researches multiple subjects across multiple systems and departments.
• Demonstrated experience in successfully addressing urgent high risk customer situations.
• Displays conversational skill important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management.
• Ability to identify complaints with potential regulatory impact.
• Ability to take on additional projects and responsibilities as needed.
• Ability to determine defects or errors in process or procedure.
• Demonstrates ability to confirm and check for understanding of communication.
• Ability to adjust to new developments/changing circumstances.
• Ability to work in a fast paced, rapidly changing environment.
• Ability to build and foster internal and external relationships.
• Ability to educate customer on a service or product solution.
• Ability to present information or solution in a clear and concise manner.
• Ability to question, accurately identify a need and present an effective solution.
• Ability to adhere to policies, procedures, and instructions of management.
• Ability to work effectively as a team member.
• Strong written and verbal communication skills.
• Strong problem solving, influence, and negotiation skills.
• Strong analytical and problem-solving skills.

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.