Sr. Specialist, Complaints Management

About Santander

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

Employment Type: Full time

The Difference You Make

The Sr. Specialist, Complaints Management is responsible for effectively diffusing and resolving customer disputes across all business units/processes with minimal managerial support and delivering best-in-class customer service to internal and external customers. The Sr. Specialist will be expected to build relationships with both internal and external customer and instill a sense of confidence in the resolution process.

• Partners with operations and support departments to identify root cause of issues and solutions to the most complex escalated complaints.
• Cross trains in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions.
• Delivers best-in-class quality customer service experience focused on satisfying the customer during the complaint resolution process.
• Independently researches multiple subjects across multiple systems and all department.
• Escalates all identified gaps and/or trends to leadership as identified.
• Evaluates phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures and all state/federal laws.
• Identifies and supports implementation of process improvements and procedural challenges, recommending appropriate solutions within department.
• Builds effective relationships with business management and maintains ongoing communication around discovered issues and potential process improvements.
• Performs training with new hires and with existing associates in departmental meetings.
• Attends meetings with other departments to maintain a working knowledge of their current process and potential departmental issues.
• Evaluates and enhances workflow to implement best practices.
• Facilitates and/or participates calibrations with peers and management on previous resolutions and calls to ensure accuracy of handling and process.
• Maintains a comprehensive working knowledge of all systems, policies and procedures.
• Assists with special projects as needed.

What You Bring

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.

• Education:
  • Bachelor's Degree or equivalent work experience: Business, Finance, or equivalent degree. - Preferred.
  • Other Equivalent combination of education and experience. - Required.
• Experience:
  • 3+ Years Servicing/Originations or related experience. - Required.
• Skills & Knowledge:
  • Advanced understanding of the Auto Finance industry and/or related field.
  • Demonstrates superior experience and judgment to appropriately diagnose and resolve unique and difficult complaints.
  • Demonstrates proficiency in complaints resolution.
  • Demonstrates conversational skill important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management.
  • Proficient in written communication as required for resolving complaints.
  • Ability to appropriately