Complex Case Specialist - Special Programs

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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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The Complex Case Specialist, Special Programs, provides expert support to channel partners and members by educating stakeholders on products, services, and complex case solutions. This role serves as a key point of contact for pre-settlement cases, offering specialized guidance on catastrophic injuries, benefit preservation, trusts, and objections to workers’ compensation and liability settlements. Working closely with internal and external stakeholders, the specialist helps advance cases through the settlement process while promoting the value of Care Guard’s professional administration services.

• Proactively discuss, support and/or sell products and services, and specific settlement needs with clients.
• Develop rapport with external stakeholders to provide a concierge level of service on cases and request new referrals.
• Influence the settlement process by offering value-adds and complex case knowledge to ensure comfortability of all involved in the settlement.
• Take ownership of individual assigned subset of high-value, complex cases from initial referral to conversion.
• Follow up via phone and/or email regularly with key settlement stakeholders to discuss case status.
• Strategize monthly with Business Development Managers to overcome objections to settlement and push cases forward.
• Convert referrals to Members based on the assigned targets.
• Serve as a direct point of contact for channel partners as needed.
• Maintain a basic understanding of the types of Trusts used and the benefits they may present in each individual case.
• Attend settlement mediations or roundtable discussions per the request of clients or management.
• Keep up with best practices and industry trends.

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.

• Associate’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Required

• 3+ Years experience supporting sales efforts and serving as a direct point of contact to clients required.
• 3+ years experience in the trust industry and/or worker's compensation space required.
• Experience in articulating services and products to the multiple parties at a mediation table required.
• Analytical and multitasking skills.
• Ability to problem solve and think strategically.
• Strong selling and communication skills.
• Highly motivated and target driven to convert cases.
• Knowledge of settlement process in worker’s compensation and liability claims, including catastrophic injuries.
• Detail oriented with a keen eye for identifying opportunities and solving complex problems.
• A self-starter with the ability to work independently or as part of a team.
• Proficiency in Microsoft Office Suite products is required.

• Established work history or equivalent demonstrated through a combination of work experience, training,…