Sr. Specialist, Customer Advocacy and Resources Education

Sr. Specialist, Customer Advocacy and Resources EducationCountry: 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 Advocacy and Resources Education is responsible for working with auto loan customers through various communication channels, who are experiencing long term hardships due to life circumstances, illness, bereavement, or other unforeseen circumstances. Based on past actions and future need of the customer, s/he will take a consultative approach in assisting them with personalized solutions to assist with their current auto loan. A successful CARE Team member will balance active listening, have empathy for our customers most in need of assistance, and be able to relate back how the resources we provide will impact their loan. The goal of the CARE Team is to ensure that we advocate and support customers most in need of assistance and provide education to help them get back on track and achieve their financial goals.

• Communicate in an empathetic manner while obtaining all required information and provide exemplary customer service in a consultative fashion, whether over the phone, through email or other means of virtual communication.
• Evaluate information provided by a customer to determine the best course of action.
• Apply detailed knowledge of available loan modification and assistance tools and eligibility to provide the most appropriate solution to the customer.
• Break down complex concepts in a manner that the customer can understand and check for customer understanding when explaining current account standing – concepts include, but are not limited to simple interest, loan modification, payment allocation, etc.
• Thoroughly document the conversation and highlight key takeaways.
• Act as primary point of contact for the customer once they are enrolled in a CARE Team aligned program.

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: - Preferred.

• 3+ Years Customer Advocacy or Service - Required.

• 3+ Years Background in a consultative field or education role, such as educators, customer advocates, counselor, social worker, relationship manager, retention specialist, legal assistant, or similar backgrounds. - Preferred.

• Strong interpersonal and communication skills to build trustworthy relationships with poise, tact and diplomacy.

• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to quickly build rapport with customers and get to root of conflict.
• Ability to identify unique solutions that meets the customer's needs within the confines of their individual circumstances.
• Excellent customer service skills including an ability to follow-up to ensure closure of issues.
• Demonstrates strong knowledge of auto loan products and account modification tools and services.
• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to maintain poise under pressure.
• Excellent communication skills, both verbal and written forms.
• Ability to multitask and work within multiple applications.
• Ability to change direction as more information is provided.
• Ability to take accurate notes and navigate computer applications, while speaking to customer over the phone.
• Strong problem solving and critical thinking skills.

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.
• Experience in Microsoft Office products.

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.

Minimum:

$44,250.00 USD

Maximum:

$76,000.00 USD

Link to Santander Benefits:

Santander Benefits Santander OnGoing/NH eGuide )

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 to discuss your needs.

Primary Location: Santander Consumer, TX, Santander Consumer

Other Locations: Texas-Santander Consumer

Organization: Santander Bank N.A.