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Associate, Customer Service

Company: Santander US
Location: East Providence
Posted on: November 22, 2022

Job Description:

Associate, Customer Service Country: United States of America WHAT YOU WILL BE DOING USA Job Family Description: Acts as first point of contact for consumer and small- to medium-sized clients. Assists clients with resolving product, service or billing issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions. USA Job Function Description: Acts as first point of contact for consumer and business clients. Assists clients with resolving product, service or account issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions. Responsible for maintaining operational integrity. Essential Functions/Responsibilty Statements: Collaborates with all internal and external departments to ensure effective problem resolution. Recommends controls to improve end-to-end business and customer service processes Manages less complex escalated issues from agents and works to resolution including customer follow-up. Identifies coaching and training opportunities to drive an improved customer experience. Identifies innovative ways to evolve the department processes and further align with the needs of the customer while working with our support partners to achieve a great customer experience. Identifies and assists service members in all facets of the benefit process and manages their banking relationship. Resolves challenges and issues in providing optimal customer service solutions to clients. Trains junior Customer Service professionals as needed. Participates in and supports the implementation of Customer Service process and procedure changes. Maintains abreast emerging customer services best practices; summarizes and communicates findings with team. Documents escalation records and resolution paths to share and utilize as a training tool. 0 Qualifications: 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 or equivalent work experience in (Req) in Work Experience: Customer Service/ Customer Support experience. , 5-9 years (Req) , Skills and Abilities: Demonstrated conflict management and resolutions skills. Strong learning and inquisitive skill set. Position requires poise, tact and diplomacy Ability to handle sensitive information with the highest degree of integrity and confidentiality. Ability to interact and communicate with all levels of the organization, mindful of the culture and diversity of the audience. Ability to prioritize in a high-pressure, fast-paced environment. Ability to lead, influence and direct peers, subordinates and management. Ability to make effective decision making on complex matters. Ability to convey a sense or urgency and drive. Ability to build and foster internal and external relationships. Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. 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. Occassional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders. Employer Rights: 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 at any time for any reason. English Primary Location: East Providence, Rhode Island, United States of America Other Locations: Rhode Island-East Providence Organization: Santander Bank N.A. As a part of our commitment to the health and safety of our employees and clients, we have implemented COVID-related health and safety requirements for our workforce. These requirements may include all or some combination of: disclosing your vaccination status, being fully vaccinated, regular testing, mask wearing and social distancing. As you go through our selection process, the requirements will be clearly disclosed to you.

Keywords: Santander US, East Providence , Associate, Customer Service, Other , East Providence, Rhode Island

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