Client Support Analyst at Santander

Providence, Rhode Island, United States

Apply Now

Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, BankingIndustries

Requirements

Bachelor's Degree or equivalent work experience - Required
3+ years of Customer service, Business process, or Project Management experience
Experience with Microsoft Office (Outlook, Excel, and Word)
Prior cash management experience strongly preferred
Proven customer service/relations skills; strong background and interest in the fields of operations and compliance

Responsibilities

Partner with Origination teams (RM's/RO's/TSO's/CMSA’s) and the client; proactively provide support to the Onboarding team during new client acquisition activities and resolving complex issues
Service and enhance the existing client experience by using independent judgment in meeting the various needs of the client
Actively participate in the onboarding of all new and existing clients
Partner with relevant stakeholders to identify and execute performance improvement opportunities with a high-level impact on client experience and performance
Assist in the deployment of continuous improvement opportunities, policies and processes to improve operational effectiveness, efficiency and customer satisfaction (internal and external)
Solve 75% of all client queries while monitoring and tracking all client interactions as a member of the 1st line client service team
Handle the client relationship for all clients via phone, email, online, and existing stakeholder/product channels
Troubleshoot and investigate customer issues, working with Operations and onboard new clients
Provide passwords, demos, scanner installs and provide client service to internal and external clients
Perform pricing analysis, schematics, demos; work with Client Service Onboarding specialists and Origination teams to initiate exception pricing requests
Maintain Service Activation requests for existing clients: track service activation/maintenance, obtain customer documentation and appropriate risk approvals, support vendor testing and activations with business partners, validate end results, and complete fulfillment activities
Consult with customers in all aspects of servicing client requests and take appropriate action to manage/retain the client while utilizing independent judgment
Provide leadership, training, coaching and support for continuous improvement deployments and drive adoption of best practices across functional area(s)

Skills

Client Onboarding

Customer Service

Issue Resolution

Stakeholder Management

Process Improvement

Operational Effectiveness

Santander

Provides banking, investment, and insurance services

About Santander

Santander Bank provides a variety of financial services to individuals, small businesses, and large corporations in the United States. Its offerings include savings and checking accounts, loans, credit cards, and investment products. The bank also has specialized services through Santander Investment Services and insurance products via Santander Securities LLC. Santander stands out from its competitors by focusing on community growth, committing $13.6 billion to support initiatives like the 'Cultivate Small Business' program, which aids early-stage entrepreneurs, especially from underrepresented groups. The bank generates revenue through interest on loans, service fees, and commissions, while promoting responsible banking practices and financial education. Santander's goal is to empower individuals and businesses, enhance community prosperity, and provide comprehensive financial solutions.

Boston, MassachusettsHeadquarters

1902Year Founded

$75MTotal Funding

POST_IPO_DEBTCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision

401k

Flexible PTO

Parental & sick leave

Discounts: technology, travel, auto, fitness, & tuition

Risks

ISO 20022 transition may challenge smaller business partners.

'Quishing' attacks pose a growing threat to consumer security.

Openbank faces competition in the U.S. high-yield savings market.

Differentiation

Santander's Openbank offers a 5.00% APY high-yield savings account nationwide.

The bank's Inclusive Communities Plan pledges $13.6 billion for community initiatives.

Santander's ISO 20022 adoption enhances operational efficiency and data management.

Upsides

Openbank's high-yield savings account attracts more U.S. customers.

Santander's renewable energy financing highlights commitment to sustainable investments.

Proactive cybersecurity measures enhance customer trust and protect digital assets.

Land your dream remote job 3x faster with AI

Try Jobo Free