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Sr. Associate, Claims & Fraud Operations

New York, New York

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Success Profile

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  • Enthusiastic
  • Entrepreneurial
  • Outgoing
  • Personable
  • Problem-solver
  • Results-driven

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Benefits & Rewards

  • Healthcare

    Medical, Dental, Vision Pre-tax Health Accounts, Short- and Long-term Disability EAP, Health Advocate Services

  • Savings Plans

    401(k) Retirement Plan Up to 5% 401(k) Matching Additional Investment Options

  • Family Support

    Paid Parental Leave, Adoption Assistance, Dependent Care FSA, Tax-advantaged Transit/Parking Legal Assistance Plan

  • Insurance

    Life, accidental death, business travel accident, long- and short-term disability insurance coverage

  • Additional Perks

    Tuition and computer purchase reimbursement, plus discounts for cell phone, fitness and auto/home insurance

  • Work/Life Balance

    Paid Time Off (PTO), Holiday Time Off, Volunteer PTO, Travel Discounts

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Job Description

Req ID: 2102815

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.

The Sr. Associate, Claims & Fraud Operations performs fraud support processing, and handles calls with cardholders and/or financial institutions regarding potential fraud. Questions and issues are predominantly routine, however, the Sr. Associate must be able to deviate from standard scripts and procedures as needed. The incumbent is highly-skilled with extensive proficiency and handles situations which may require adaptation of response or extensive research. S/he plays a lead role in escalations and resolves escalated fraud-related issues within the department, and for internal and external clients. Coaches and shares information with professionals with less experience and/or expertise. Additionally, the Sr. Associate, Fraud & Claims Operations creates procedures for risk support processes.

Responsibilities:

  • Assists in obtaining documents and other information related to investigations and cases
  • Conducts in- house, telephone and database research
  • Conducts research and analysis, prepares management reports and make recommendations to senior officers
  • Interviews alleged suspects and victims of fraud
  • Investigate scammers, scrapers and fraud cases and while recognizing fraudulent/suspicious trends
  • Investigates complex situations and potential fraud
  • Makes Sound decisions to restrict or close risky relationships
  • Monitors returned share drafts for suspicious activity and report to assigned government agencies
  • Networks and communicates with local and national fraud analysts form other financial institutions and law enforcement
  • Performs research to locate potential witnesses., Records fraud related communications from our credit and debit card vendors
  • Reports to management and employees industry trends in fraud and recovery
  • Reviews accounts referred from all areas of the organization for suspicious activity
  • Reviews applications for the issuance of credit, credit reports, and other reports related to deposit histories and ATM activity
  • Reviews reports listing accounts with suspicious activity and Red Flags

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.

  • Bachelor's Degree or equivalent work experience of 9-12 years; Banking experience preferably in operations and/or fraud prevention.

  • Possesses advanced problem solving skills

  • Brings out the best in each team member by consistently motivating and acknowledging peer contributions Understands and leverages team dynamics

  • Effectively conveys difficult or complex information in an easy to understand manner, by providing the big picture and illustrating important linkages Asks open-ended questions that encourage others to give their points of view

  • Ensures required resources and skills are in place to maintain smooth day-to-day operations and tackle arising problems

  • Fully accountable for timeliness, completeness, quality of projects, processes, products and services Remains calm and focused on goals while facing pressures, obstacles or short-term setbacks

  • Keeps up -to-date with external market events, pressures and regulations which may impact the organization and assesses whether similar issues exist in the organization

  • Can identify functional and organizational implications associated with major trends

  • Designs solutions to address industry activities that impact the organization

  • Monitors adherence to policies, regulations, processes and procedures within function and actively undertakes corrective action where necessary

  • Understands end to end processes across the organization and how processes are integrated Has a practical knowledge of regulations impacting area supported

  • Reformulates the problem in different ways to evaluate it from different angles

  • Takes responsibility for and deals effectively with complex and sensitive customer issues and complaints Anticipates customer needs and proactively makes recommendations


Primary Location: New York, New York, United States


Other Locations: Massachusetts-Dorchester,Massachusetts-Framingham,Pennsylvania-Villanova,-,New York-New York


Organization: Santander Bank, N.A.

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