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Customer Service Representative

Apply Req ID: o6hXcfwg Date posted 06/29/2020

Description


Job Family: Customer Service

Acts as first point of contact for consumer and small- to medium-sized clients. Assists clients with resolving product, service or billing issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions.

Job Function: Customer Service

Acts as first point of contact for consumer and business clients. Assists clients with resolving product, service or account issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions. Responsible for maintaining operational integrity.

Summary of Responsibilities:

The Associate, Customer Service is responsible for effectively responding to escalated customer service issues to ensure proper resolution, including customer follow-up. S/he will play a key role in documenting resolution path and identifying coaching and training opportunities to drive an improved customer experience.

Essential Functions:

  • Collaborates with all internal and external departments to ensure effective problem resolution.
  • Recommends controls to improve end-to-end business and customer service processes
  • Manages less complex escalated issues from agents and works to resolution including customer follow-up.
  • Identifies coaching and training opportunities to drive an improved customer experience.
  • Identifies innovative ways to evolve the department processes and further align with the needs of the customer while working with our support partners to achieve a great customer experience.
  • Identifies and assists service members in all facets of the benefit process and manages their banking relationship.
  • Resolves challenges and issues in providing optimal customer service solutions to clients.
  • Trains junior Customer Service professionals as needed.
  • Participates in and supports the implementation of Customer Service process and procedure changes.
  • Maintains abreast emerging customer services best practices; summarizes and communicates findings with team.
  • Documents escalation records and resolution paths to share and utilize as a training tool.


Other Functions:

  • Other duties as assigned.


Requirements:

  • Education -
    • Bachelor's Degree
    • or equivalent work experience
  • Experience -
    • 5-9 years Customer Service/ Customer Support experience.
  • Skills & Abilities -
    • Demonstrated conflict management and resolutions skills.
    • Strong learning and inquisitive skill set.
    • Position requires poise, tact and diplomacy
    • Ability to handle sensitive information with the highest degree of integrity and confidentiality.
    • Ability to interact and communicate with all levels of the organization, mindful of the culture and diversity of the audience.
    • Ability to prioritize in a high-pressure, fast-paced environment.
    • Ability to lead, influence and direct peers, subordinates and management.
    • Ability to make effective decision making on complex matters.
    • Ability to convey a sense or urgency and drive.
    • Ability to build and foster internal and external relationships.
    • Strong negotiation skills.
    • Superior analytical, problem solving and critical thinking skills.
    • Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.
    • Excellent interpersonal, supervisory, and customer service skills required.


Competencies:

  • Change Orientation - Flexibility:
    • Proficient - Applying and Executing
      • Adapts quickly to change and makes suggestions for increasing the effectiveness of change
      • Appropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands


  • Collaboration - Teamwork:
    • Proficient - Applying and Executing
      • Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change
      • Provides assistance and coaches less experienced team members


  • Customer Focus - Customer Satisfaction:
    • Proficient - Applying and Executing
      • Assesses problem situations and initiates effective interventions that result in customer satisfaction
      • Takes time to develop and maintain relationships with customers


  • Customer Focus - Customer Understanding:
    • Proficient - Applying and Executing
      • Probes in-depth to understand the customer’s business needs
      • Explores and understands the customer's alternatives and decision criteria


  • Execution - Accountability:
    • Proficient - Applying and Executing
      • Follows through to meet commitments to others
      • Takes responsibility for achieving strong results, despite balancing multiple complex demands


  • Influence - Two-way communication:
    • Proficient - Applying and Executing
      • Communicates in a timely and straightforward manner
      • Probes for additional information, clarifies assumptions and confirms agreed-upon actions
      • Keeps everyone involved informed about progress and issues


  • Risk Management - Risk and Compliance Adherence:
    • Proficient - Applying and Executing
      • Communicates the importance and benefits of risk management to counterparts
      • Displays natural skepticism and curiosity to question the status quo and uncover issues
      • Adheres to a good root cause analysis process


  • Problem Solving - Problem Identification:
    • Proficient - Applying and Executing
      • Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious



Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of 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’s Rights:

  • This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will 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 employment at any time, for any reason.

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