Candidate is responsible for providing consistent high-quality customer service to Santander's consumer banking customer via the telephone. Accurately responds and educates customers on inbound service and sales inquiries. Strengthens the customer relationship, effectively identifies customer needs, resolves issues and provides a customer experience that creates the opportunity to recommend additional products and services. Candidate demonstrates a strong knowledge of Santander's products and services including deposit, loans and credit cards. Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws.

Responsibilities

• Keeps informed of changes in bank products, services and procedures
• Responds to customer inquiries regarding mailings (i.e. statements, promotions, mortgage notices, escrow notices, etc.)
• Identify Customer needs, educate and sell customers on bank products, services and recommends solutions
• Responds to and resolves customer inquiries on account status, researching problems and inquiries
• Assesses customer needs beyond the immediate reason for contact
• Provides consistent quality customer service to internal and external customers that meet or exceed Santander's standards

Qualifications

• Education: High School Diploma or equivalent.
• Experience: Minimum 6 months customer service experience.

Skills:

• Analysis and problem-solving skills: ability to question, accurately identify a need and present an effective solution
• Ability to work with technology systems
• Accuracy in typing
• Excellent organizational, time management and multi-tasking skills
• Working effectively in a fast-paced, changing environment
• Be able to empathize with a customer and take ownership of an issue
• Strong communication skills: ability to educate a customer on a service or product solution in clear, concise terms; articulates thoughts, ideas and solutions clearly; shows ability to simplify complex issues
• Ability to set customer expectations, explain to customer what is being done to resolve an issue and follow up on customer commitments
• Identifying suspicious, red flag, high risk or fraudulent activity
• High level of professionalism: actively attends meetings; conveys understanding of comments and questions of others; encourages and empowers others to achieve; creates enthusiasm, a feeling of investment, and a desire to excel
• Generates new ideas: goes beyond the status quo; recognizes the need for new or modified approaches; positively asserts own ideas and persuades others; gains support and commitment from others; mobilizes people to take action
• Responds well to personal development and feedback, demonstrates a willingness to learn
• Navigating Santander system to collect information and data needed to identify and assess needs and or diagnose service issues
• Flexibility in schedule
• Bi-lingual preferred (Spanish and English)

We're Santander. As part of one of the largest global banks, Santander Bank offers a world of opportunity. With over 8,000 team members in the U.S., we're recruiting people like you who want to be challenged and strive for something better. At Santander, you'll be rewarded with competitive compensation and market leading benefits. You'll have access to comprehensive career development programs that empower you to grow and advance. You'll discover a company where you can shape a bright future.