Sr. Representative, Customer Service -Fraud

Sr. Representative, Customer Service -Fraud

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/Responsibility Statements:

• Creates a connection and develop rapport with customers to provide outstanding, personalized service.
• Listens carefully and connects with customers to understand their top financial priorities and to uncover products and solutions that will benefit them.
• Builds relationships with customers, anticipate their needs and educate and demonstrate for customers how to utilize the various customer preference options.
• Engages in team trainings and help with operational duties.
• Participates actively in team meetings to help create a motivational environment.
• Promotes and adheres to company policies and procedures, code of ethics and all Federal, State and local laws.
• Shares recurrent problems and identified trends by customer input.
• Meets or exceeds sales goals by influencing customers to learn about products/services that will benefit them,
• Assists customers with inquiries and/or problem resolution in a professional and composed manner, and escalates to appropriate party if necessary.
• Identifies needs and makes recommendations for quality improvement that creates perceived value to customers.
• Complies with all company and risk management policies and procedures.

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)

Work Experience:

• Experience in Financial Services, Customer Service, or goal-oriented environment. , 0-3 years (Req)

Skills and Abilities:

• Demonstrates a strong knowledge of financial products and services including deposit, loans, credit cards and online banking.
• Broad knowledge of customer service best practices, identification, resolution and implementation.
• Ability to adjust to new developments/changing circumstances.
• Ability to work in a fast paced, rapidly changing environment.
• Ability to build and foster internal and external relationships.
• Ability to educate customer on a service or product solution.
• Ability to present information or solution in a clear and concise manner.
• Ability to question, accurately identify a need and present an effective solution.
• Ability to adhere to policies, procedures, and instructions of management.
• Ability to work effectively as a team member.

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. 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.

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.