Santander is hiring a Sr. Specialist, Complaints Management

Santander is looking for a Sr. Specialist, Complaints Management to expertly resolve complex customer disputes across all business units with minimal managerial support. This role delivers best-in-class customer service by building relationships and instilling confidence in the resolution process.

What You'll Do

• Partner with operations and support departments to identify root causes and solutions for the most complex escalated complaints.
• Cross-train in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions.
• Deliver a best-in-class customer service experience focused on satisfaction during the complaint resolution process.
• Independently research multiple subjects across multiple systems and all departments.
• Escalate all identified gaps and/or trends to leadership as identified.
• Evaluate phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures, and all state/federal laws.
• Identify and support the implementation of process improvements, recommending appropriate solutions within the department.
• Build effective relationships with business management and maintain ongoing communication around discovered issues and potential process improvements.
• Perform training with new hires and with existing associates in departmental meetings.
• Attend meetings with other departments to maintain a working knowledge of their current process and potential departmental issues.
• Evaluate and enhance workflow to implement best practices.
• Facilitate and/or participate in calibrations with peers and management on previous resolutions and calls to ensure accuracy of handling and process.
• Maintain a comprehensive working knowledge of all systems, policies, and procedures.
• Assist with special projects as needed.

What We're Looking For

• Equivalent combination of education and experience.
• 3+ years of Servicing/Originations or related experience.
• Advanced understanding of the Auto Finance industry and/or related field.
• Demonstrated superior experience and judgment to appropriately diagnose and resolve unique and difficult complaints.
• Demonstrated proficiency in complaints resolution.
• Demonstrated conversational skills important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management.
• Proficient in written communication as required for resolving complaints.
• Ability to appropriately identify, diagnose, and resolve complaints from customers as well as external parties such as the BBB, CFPB, attorneys, State Attorney Generals, and regulators.
• Ability to research, resolve, and respond to the most complex complaint cases.
• Ability to determine defects or errors in process or procedure.
• Ability to take on additional projects and responsibilities as needed.
• Strong written and verbal communication skills.
• Ability to build positive relationships with business partners, leaders, and agents.
• Ability to work effectively across the organization to influence priorities across departments.
• Advanced Microsoft Office (Word, PowerPoint, Access, Outlook) skills.
• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to stay abreast of industry best practices, procedures, and techniques.
• Ability to work independently as well as collaboratively within a team environment.
• Excellent customer service skills including an ability to follow-up to ensure closure of issues.
• Strong organizational and time management skills.
• Strong problem solving and critical thinking skills.
• 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.
• Ability to identify complaints with potential regulatory impact accurately.

Nice to Have

• Bachelor's Degree or equivalent work experience: Business, Finance, or equivalent degree.
• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Technical Stack

• Microsoft Office: Word, PowerPoint, Access, Outlook.

Benefits & Compensation

• Compensation range: $40,500.00 USD - $72,000.00 USD
• Focus on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth.
• Committed to creating an environment where continuous learning and development are prioritized.
• A culture of engagement and a commitment to your success.
• An environment with a strong risk culture where all professionals are expected to take a proactive and responsible approach toward risk management.
• We value and respect differences in our workforce.

Work Mode

This role follows a local-country work mode and is located in the Stati Uniti d'America.

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.