Sr. Specialist, Customer Service
Country: United States of America
Your Journey Starts Here:
Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.
An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!
The Difference You Make:
The Sr. Specialist, Customer Service serves as a universal resource to provide the highest quality customer service and support with accuracy, efficiency, and professionalism meeting the high quality service delivery standards of the Company. They Identify needs and make recommendations for quality improvement that creates perceived value to customers.
Promote service excellence by modeling exceptional client service characteristics to retain and build existing relationships with clients.
Handles escalated customer calls and sensitive issues.
Identifies and addresses trends in customer service issues; identifies root cause and solutions and communicates as needed.
Adheres to bank policies and procedures, code of ethics and all Federal, State and local laws.
Coaches junior level staff to enhance learning opportunities and Customer Service skills.
Assists with developing, documenting, and sustaining effective service processes within the department.
Monitors and evaluates service performance to ensure resolution and quality standards are met or exceeded to create customer loyalty and satisfaction.
Meets and exceeds service goals and objectives.
Responds in a timely manner to difficult or complex product and service inquiries from clients, team members and business partners.
Builds internal and external relationships through exceptional problem solving, ownership and follow-through.
Models exemplary client service behaviors.
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 - Required.
3+ Years Customer Service/ Customer Support experience. - Required.
Demonstrated practical and theoretical knowledge of Customer Service principles/practices 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.
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:
$36,000.00 USD
Maximum:
$57,000.00 USD
Link to Santander Benefits:
Santander Benefits - 2025 Santander OnGoing/NH eGuide (foleon.com) (https://comms.santander.us/r/c-1x-asoDvZMQUmQ9qBf0gNi6cS-sCOOUmrXQKufnl-c92ox6n4.htm)
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 :
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.
Primary Location: Framingham, MA, Framingham
Other Locations: Massachusetts-Framingham
Organization: Santander Bank N.A.
AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO
