Client Service & Support, Santander

Workout/Collections

$52.5-87.5k

Excel

Senior and Expert level

Boston

More information about location

3 days a week in office

Retail and commercial bank

Job no longer available

Retail and commercial bank

1001+ employees

B2CB2BBanking

Job no longer available

$52.5-87.5k

Excel

Senior and Expert level

Boston

More information about location

3 days a week in office

1001+ employees

B2CB2BBanking

Company mission

To help people and businesses prosper.

Job

Company

Role

Who you are

Bachelor's Degree or equivalent work experience
Customer service, Business process, or Project Management experience, 5-9 years
Experience in Microsoft Office (Outlook, Excel, and Word), 3-5 years
Ability to manage multiple tasks/projects and deadlines simultaneously
Ability to identify and resolve exceptions and to interpret data
Proven customer service/relations skills
Excellent interpersonal, verbal and written communication skills
Ability to work well with all levels of management and internal departments
Well organized, detail oriented and exceptional problem solving and follow-through skills
Knowledge of bank products, procedures and customer service
Must be knowledgeable in lending regulations
Must be able to work independently, prioritize projects, and follow through on deadlines
Strong analytical and problems solving skills

What the job involves

Ensures highest quality of client satisfaction by responding to clients on general inquiries
Collaborates with internal operational and portfolio management areas to respond to client needs in a timely manner and take immediate action to address issues as they arise, escalating when appropriate
Inputs trades and audit appropriately
Proactively offers creative solutions and always find ways to improve or enhance the client experience
Participate and sometimes lead projects as needed
Adheres to process standards and documented procedures
Provides subject matter expertise to more junior staff
Frequent Minimal physical effort such as sitting, standing and walking. Occasional 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

Our take

Santander serves 14 million UK customers as a retail and commercial bank. Despite a mixed history, including issues with call centre service, mis-selling PPI, and anti-money laundering control failures between 2012 and 2017, Santander continues to thrive by focusing on innovation, digitalisation, and sustainable, responsible growth.

Recently, Santander has enhanced its digital and mobile services to meet the needs of modern banking customers. This includes the My Home Manager app, which provides mortgage customers with a centralised platform for their information, and increased fraud alerts to protect less digitally literate customers as they transition online. These efforts aim to connect physical and digital channels for a seamless customer experience, positioning Santander to better compete against digital banks like Monzo and Starling.

In addition to these digital advancements, Santander has joined forces with Iberpay in Spain to become inaugural participants in the European Payments Council’s One-Leg Out Cross-border Transactions Instant Scheme (OCT Inst). This initiative is set to introduce global instant transfers, further emphasising Santander's commitment to innovation and enhancing its service offerings in the digital banking landscape.