Sr. Specialist, Account Services

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.

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Under the direct Supervision of the Partner Service Manager, the Partner Relations Specialist is responsible for managing daily issue resolution and providing administrative support for specific assigned Partners/Large Employers with money movement or audit risk. Takes ownership for providing communication plans and escalation tracking for proper internal and external visibility. This position also acts as a backup for Partner Service Managers for lower-level partner responsibilities.

• Acts as a Partner Subject Matter expert for assigned partners being internal and external support.
• Assist Partner Service Managers with critical needs and support to meet partner goals.
• Assist with managing, monitoring and identifying service trends based on file, intake, operational data.
• Identify scalable processes that will work across all of our partner relationships to meet or improve goals.
• Regularly review internal knowledge base content for consistency, quality, and ease-of-use for assigned partners.
• Gather insights from our support teams to identify trends and opportunities for improvement.
• Own the success and serve as point of contact for critical high risk partner tasks.
• Own Partner custom money movement processes with extreme detail to contractual obligations.
• Proactively monitors file processing and act as file expert for each Partnership we support..
• Responsible for daily ownership of Partner dashboard updates and necessary reporting to partners.
• Responsible for performing customized monthly processes per Partner which include critical decision-making responsibilities to assist in partner framework being successful.
• Escalate issues when appropriate and drives recovery efforts.
• Identifies systemic issues as they occur and works with Manager to rectify.
• Support Partner specific project work in reference to internal/external enhancements to improve our Partner experience.
• Other duties as assigned by Manager based on business need.

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.

• High school diploma, GED: or equivalent work experience - Required

• 3+ years experience servicing partners and large employers
• 2+ years experience minimum with employee benefits, TPA’s or insurance carriers with preference to HSA/Notional products
• Ability to maintain confidentiality and professional demeanor while working with internal and external customers.
• Ability to demonstrate analytical capabilities.
• Advanced knowledge of PC applications including Microsoft Office.
• Ability to complete multiple concurrent tasks while meeting rigorous deadlines.
• Adaptability to prioritize workload and frequently transition between different focuses aligned with role and responsibilities.
• Utilize communication and problem-solving skills to effectively perform assigned assignments.
• Demonstrates flexibility and adaptability. Handles day-to-day challenges confidently and…