Sr. Specialist, Client Support

Sr. Specialist, Client Support Country:
United States of America

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

The Sr. Specialist, Client Support provides day-to-day support and service to assigned Santander clients via telephone, email and face-to-face communication. They identify opportunities to enhance client relationships through services and products that meet the customers' needs. The incumbent answers client inquires and provides client education on Santander products and services. The Sr. Specialist, Client Support conducts follow up on all paperwork submitted to ensure it is completed accurately and in a timely manner by internal supporting departments.

• Handles daily customer requests via phone and/or system such as account opening, balance inquiries, wire processing. Perform advances, transfers, payoffs and pay downs on loans.
• Troubleshoots and investigates customer issues and onboard new clients.
• Supports Relationship Managers by answering calls, preparing packages, data entry, tracking vendor invoices and gathering information to resolve issues or complete projects.
• Prepares and distributes weekly ICC reports and packets, attend weekly meeting and take minutes.
• Assists Loan Officers and customers with copies, transaction histories, copies of cancelled checks, pull statements, print-outs, account transfers, payments, requesting payoff letters etc.
• Types correspondence as needed (commitment letters, general correspondence).
• Maintains bankruptcy log and prepare files for attorneys.
• Assists with Compliance requested items during exams to gather data / files.
• Processes payment invoices through Concur.
• Assists in maintaining current evidence insurance in credit files.
• Recognizes cross sales and retention opportunities.
• Meets expectations set for compliance testing related to government banking regulations.

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: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education
  - Required.

• 3+ Years Customer service, Business process, or Project Management experience
  - Required.

• Experience in Microsoft Office (Outlook, Excel, and Word) - Required.
• Proven customer service/relations skills.
• Exceptional communication skills (verbal, written, presentation, and interpersonal).
• Ability to manage multiple tasks/projects and deadlines simultaneously.
• Ability to identify and resolve exceptions and to interpret data.
• Strong analytical and problems solving skills.
• Being an active listener who is patient and asks appropriate questions when necessary.
• Ability to operate a wide range of office technology, such as operating a multi-line telephone system, computer, copier and fax machine.
• Ability to exercise sound judgment and make prudent decisions.
• Fluid in adapting to and embracing change for themselves and with others.

No Certifications listed for this job.

Established work history or…