Sr. Director, Customer SupportApply Req ID: Req0950939 Date posted 04/22/2022
WHAT YOU WILL BE DOINGUSA Job Function Description: Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan. Essential Functions/Responsibilty Statements: Establishes and implements key strategies for the Customer Service function. Develops and drives initiatives that focus on process improvements throughout the service organization. Designs and implements streamlined and best in class processes and practices that are focused on increasing operational efficiency, improving sales conversion and improving overall customer satisfaction. Sets departmental and individual performance standards that are aligned with the service goals of the company and makes decisions regularly on taking any necessary corrective action measures. Qualifications: 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 Work Experience: 12-15 years ; Customer Service, Collections or related experience Skills and Abilities: Demonstrated expertise in Customer Service segment, or ability to perform at an advanced level of competence. Demonstrated desire for continuous learning and improvement. Deep understanding of value drivers in recurring revenue business models. Superior leadership, supervisory, and customer service skills. Superior conflict management and resolutions skills. Strong leadership, teaming, and positioning skills. Ability to manage influence through persuasion, negotiation, and consensus building. Diversity & EEO Statements: 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. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law. Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occassional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders. Employer Rights: Employer Rights:This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.
WHAT WE ARE LOOKING FOR
EDUCATIONBachelor of Science (BS), Other
Primary Location: Dallas, Texas, United States of America
Other Locations: Texas-Dallas
Organization: Santander Consumer USA Inc.
As a part of our commitment to the health and safety of our employees and clients, we have implemented COVID-related health and safety requirements for our workforce. These requirements may include all or some combination of: disclosing your vaccination status, being fully vaccinated, regular testing, mask wearing and social distancing. As you go through our selection process, the requirements will be clearly disclosed to you.