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Sr. Representative, Customer Service, T2 Specialist, Reading, PA

Company: Santander Bank
Location: Reading
Posted on: May 17, 2019

Job Description:

Description: As a member of Santander------s retail banking division you------ll help serve Santander------s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander------s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank. This Specialist will serve as a universal resource to provide the highest quality service and support to the Soft Landing team and Manager. Demonstrates superior knowledge of Santander products and services including deposit, loans, credit cards and online banking. Ensures CSRs consistently adhere to bank policies and procedures, code of ethics and all Federal, State and local laws. Coaches the team to achieve customer loyalty in a service and sales environment thru reduction of customer effort, issue and problem resolution, and delivering service excellence. Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws. Handles escalated customer calls and sensitive issues. Provides expertise and support to less experienced reps via the phone. Takes ownership for complex customer issues and follow up. Identifies and addresses trends in customer service issues; identifies root cause and solutions and communicates as needed. Responsibilities

  • Assists with interviews, screens and hires Customer Service Representatives
  • Acts as a career coach, role model and mentor to staff to provide learning opportunities; conducts regular development discussions and assists with performance improvement with each employee
  • Consistently recognizes, acknowledges and rewards performance and contributions of staff
  • Motivates and cheers team to top performance and potential
  • Helps develop, document and sustain effective service processes within the department
  • Proactively suggests and implements with the Soft Landing Manager process improvements as needed
  • Monitors and maintains soft landing advisors compliance with banks compliance requirements and code of ethics
  • Regularly monitors and evaluates service performance to ensure first call resolution and quality standards are met or exceeded to create customer loyalty
  • Regularly reviews and analyzes team results. Assists with coaching team to goal achievement through direct observation, feedback, review of individual results, identification of development needs and plans for improvement
  • Coaches and supervises CSRs in all aspects of service to meet/exceed service, quality and sales goals, maximizing service opportunities for first call resolution, avoid risk and fraud, and identify and solve to customer needs Qualification:
    • College degree preferred
    • 2-3 years customer service experience preferably in a call center environment
    • Between 3 - 5 years of experience
    • Ability to take initiative and work in an unstructured environment
    • Excellent negotiation skills
    • Good organizational and planning skills
    • Great decision making skills
    • Strong communication skills, both verbal and written
    • Working knowledge of Microsoft Office At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply

Keywords: Santander Bank, Reading , Sr. Representative, Customer Service, T2 Specialist, Reading, PA, Hospitality & Tourism , Reading, Pennsylvania

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