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Lead, Customer Service

Apply Req ID: Req0917104 Date posted 04/20/2022
Lead, Customer Service

Mesa, United States of America

WHAT YOU WILL BE DOING

USA 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: Collaborates with all internal and external departments to ensure effective problem resolution. Notifies leadership of recognized trends and opportunities 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 and assists managers in coaching and training opportunities to drive an improved customer experience. 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: 3-5 years ; Skills and Abilities: Demonstrated practical and theoretical knowledge of Customer Service principles/practices and conflict resolution. Strong problem solving and critical thinking skills. Strong MS Office (Excel, PowerPoint, Word, Visio, and Outlook) skills. Strong verbal and written communication skills. Strong organizational and time management skills. Excellent customer service skills including an ability to follow-up to ensure closure of issues. Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues. 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

EXPERIENCE

EDUCATION

Bachelor of Science (BS), Other

COMPETENCIES



Primary Location: Mesa, Arizona, United States of America


Other Locations: Arizona-Mesa


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.

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