Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations at Santander

Bradford, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

Experience of working in a servicing, customer-driven telephony environment
Good communication and listening skills both at a customer and internal level
Personal resilience when handling emotionally charged conversations

Responsibilities

Act as first point of contact via telephony for Santander’s Retail Customers who are in arrears and/or experiencing financial difficulty
Support customers across all Retail Products – Mortgages, Loans, Banking and Credit Cards
Use enhanced questioning and comprehensive fact finding to establish the customer’s needs and determine appropriate sustainable debt solutions
Identify any customer vulnerability and ensure appropriate and defined vulnerability strategies are deployed
Provide education and appropriate sign posting to customers, utilising Online Resources, Third Parties and Budget Planning Tools
Connect customer needs with bespoke solutions, facilitating repayment of outstanding debts
Assist the customer in making a well-informed decision using a variety of data from health and wealth perspective
Exhibit significant personal resilience when overseeing customers in need
Champion the ongoing enhancement of customer experience and service quality through dedicated ownership and continuous learning

Skills

Telephony

Customer Service

Communication Skills

Personal Resilience

Vulnerability Assessment

Debt Solutions

Fact Finding

Budget Planning

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.

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