Santander Bank, NA CSC- Customer Service Specialist I in East Providence, Rhode Island

CSC- Customer Service Specialist I - 1707097

##

Description

As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.

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 by effectively identifying customer needs, resolving issues and providing a customer experience that creates the opportunity to recommend additional products and services.

  • Responds to customer inquiries regarding mailings (i.e. statements, promotions, mortgage notices, escrow notices, etc.).

  • Assesses customer needs beyond the immediate reason for contact.

  • Keeps informed of changes in bank products, services and procedures.

  • Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws.

##

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)

Job : Phone Channel
Primary Location : Rhode Island-East Providence
Schedule : Full-time
Job Posting : Sep 15, 2017, 5:20:47 PM

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO