Santander Bank, NA Universal Operation Specialist - Newtown, PA in Newtown, Pennsylvania

Universal Operation Specialist - Newtown, PA - 1707835



TheUniversal Operations Specialist position in a Santander branch is a leadershiprole in customer service, sales, and branch operations. A Universal OperationsSpecialist is responsible for ensuring operational integrity and compliance forthe entire branch, including both sales and service functions. This role isalso a supporting role to the Platform to ensure Platform Team Members adhereto operation policies and procedures. The UOS is responsible for total customersatisfaction by meeting all the financial needs of a customer: product,servicing, and transactional.

TheUOS will identify the financial needs of the customer at the transactionwindow, at the platform desk, or in the branch lobby or during out of thebranch sales activities depending on branch needs and customer volume. TheUniversal Operations Specialist is accountable to meet all assigned sales,customer service, and sales activity goals by executing a model branch dayschedule that includes outbound phone contact to customers and prospects, inbranch and out of branch sales activities, as well as other sales activities asdirected. Following Santander’s prescribed service behaviors and structuredsales process; the UOS acquires and maintains customer relationships over theentire lifecycle of the customer by identifying and understanding the financialneeds of a customer or prospect. The UOS recommends appropriate solutions tomeet customer needs and provides excellent customer service. If necessary, theUOS effectively facilitates referral of the customer to a specialist who canassist in meeting a specific need. The UOS is responsible to ensure error freeand accurate completion of all customer requests including: account openings,loan applications, servicing requests, loan closings, and routine banktransactions.

Inall customer interactions the UOS develops and deepens customer relationshipsby providing outstanding customer service following specific service behaviors,demonstrating ownership and resolving customer problems efficiently, and byturning servicing requests and routine transactions into sales opportunities.The UOS will also have an in depth knowledge of the different banking channelsand show the customer how to use them. The Universal Operations Specialist isthe in branch expert regarding bank policies, procedures, and compliance. Theyensure that the entire branch team supports and remains in compliance with allaudits, security, and regulatory procedures. The UOS processes all transactionsaccurately, and handles cash effectively so that each day they successfullybalance their cash drawer. They are also responsible to effectively managesettlement and resolution of cash differences of the branch, escalatingperformance issues for management action. The UOS will handle operationsresponsibilities that include the vault cash, custodial responsibility for thebranch’s ATM, completing audits and other operational control measures. Inbranches where there is a Teller, the UOS will partner with the Branch Managerto ensure that he is mentored and effectively trained.


  • Meetsand exceeds sales goals by determining the financial needs of each customer,matches this to the appropriate bank product or service and delivers theproduct or service in a manner which satisfies the customer

  • Meetsand exceeds all sales goals by following a prescribed sales and service processduring any customer interactions at desk, at transaction window, or in branchlobby

  • Identifiesservice into sales opportunities and promotes cross selling by following aprescribed process during any customer interaction

  • Activelyparticipates in all branch sales and marketing activities

  • Providesoutstanding customer service by following a prescribed service behaviors

  • Achievessatisfactory Customer Satisfaction scores as measured by the bank

  • Contributesto a satisfactory bank ranking in JD Powers survey

  • Demonstratesownership of any customer problem or request, following up to ensure effectiveresolution and customer satisfaction

  • Ensuresclients know how to use different channels

  • Managesbranch UBs so that they accurately process customer transactions andsuccessfully balance cash boxes

  • Processesand settles ATM work or Vault cash as a custodian

  • Complieswith all of Sovereigns policy and procedures, audit, regulatory, security andBranch Look & Feel protocol

  • Processesloan applications and closes loans according to guidelines

  • Complieswith all of Sovereigns policy and procedures, audit, regulatory, security andBranch Look & Feel protocol

  • Managesthe scanning and processing of all UB batches

  • Adheringto Network Standards regarding the timelines of scanning

  • Managesaccurate and timely balancing of Branch ATMs

  • Responsiblefor Operational Control Record management and the performance of the branchwith Corporate Risk Audits, BCI and Regulatory Reviews

  • Effectivelymanages BSA compliance, cash levels and UBs over and shorts

  • Successfullymanages the execution of branch cash audits and other branch audits

  • Accuratelyprocesses transactions within balancing guidelines

  • Opensnew accounts with no errors

  • Performsother duties and tasks as requested: Sales, Customer Service, OperationalDuties (in branches with no UB I)



  • Provenability to meet and exceed sales/referral goals with at least 1 years of salesand referral experience in a goal or incentive-based environment

  • Atleast 2 years of experience

  • Abilityto coach and mentor others

  • Abilityto make sound decisions and exceptions to policy when warranted

  • Abilityto manage multiple priorities and handle stressful situations

  • Abilityto manage multiple priorities for self and others

  • Exceptionalcomputer knowledge and Windows skills required

  • Knowledgeof bank products and services

  • Minof 6 months of operational experience within a financial related organizationor other related industry

  • Skillin addressing and resolving customer issues

  • Skilledin engaging customers/prospects in a sales conversation and optimizing salesopportunities

  • Skilledin understanding and managing retail branch operations including policy,procedures, compliance, and security

  • Stronginterpersonal, communication, and organizational skills

  • Strongsales skills

  • Incompliance with the requirements outlined within the Compensation Requirementsunder the Truth-in-Lending Act (LO Comp Rule) effective January 1st 2014;Santander Bank will now perform a credit check as part of, and in addition to,the existing background check for all positions where one must perform jobfunctions of a loan originator as defined by the LO Comp Rule

Job : Branch Channel
Primary Location : Pennsylvania-Newtown
Schedule : Full-time
Job Posting : Oct 11, 2017, 5:53:59 PM