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Sr. Representative, Payments

Apply Req ID: o8Vjefwk Date posted 02/03/2021


Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Fulfillment

Accountable for the completion of transactional account processes, including: Repair Claims, Total Loss Claims; Title Release requests and ensures accurate posting of all transactions to customer accounts. Liaises with customers and third parties to resolve open issues in alignment to internal processes and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Sr. Representative, Payments ensures that payments are received/paid in a timely manner to minimize losses and provides settlement recommendations as circumstances warrant. S/he enhances processing efficiency, resolution of complex transactions, participates in launch of new capabilities, and enhances pay-related customer experience.

Essential Functions:

  • Monitors daily payment processing (wire transfers and automated clearing hours transactions) processing to ensure that all systems and interfacing systems are running properly.
  • Monitors procedures, processes and controls to ensure adequacy and effectiveness.
  • Ensures procedures are documented for all tasks performed.
  • Coordinates and organizes vendor/employee payment support files (i.e. invoices, payment records, supporting documentation).
  • Monitors and resolves issues to ensure timely and accurate processing of payments.
  • Escalates matters of potential loss to Manager.
  • Provides exceptional customer service to both internal and external customers.
  • Adheres to Privacy Policy, Code of Ethics and follow all policies and procedures relative to Consumer Compliance laws and regulators and best practice recommendations.
  • Ensures that department standards and deadlines are met on a daily basis.
  • Serves as subject matter expert (SME) for payment related issues.
  • Performs special projects as assigned.
  • Employees in this role do not take customer payments.

Other Functions:

  • Other duties as assigned.


  • Education -
    • Bachelor's Degree: Business, Marketing, Finance, or equivalent field.
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience -
    • 0-3 years Payments, Loss Mitigation, Fulfillment, and/or collections experience.
    • 0-3 years Auto Finance industry experience.
  • Skills & Abilities -
    • Ability to effectively communicate both orally and written with customers, team and management.
    • Familiarity with Regulation E Dispute Processing for Consumer International Wires.
    • Ability to calculate figures and amounts such as interest, percentages and volume
    • Proficient knowledge of MS Office: Word, Excel, Outlook, PowerPoint.
    • Ability to demonstrate analytical capabilities.
    • Demonstrate knowledge of payment processing industry, including systems, products and services.
    • Ability to interact with internal and external Customers in a professional manner to provide exceptional Customer Service
    • Ability to perform multiple tasks in a fast-paced environment.
    • Solid organizational skills and attention to detail.
    • Excellent verbal and written communication skills.
    • Provides clear and concise communication to internal and external customers.


  • Change Orientation - Support for Change:
    • Foundational - Learning and Developing
      • Learns new methods and procedures or modifies them to meet new standards
      • Is positive about new approaches and methods resulting from change

  • Collaboration - Relationship Management:
    • Foundational - Learning and Developing
      • Builds effective working relationships with peers

  • Collaboration - Teamwork:
    • Foundational - Learning and Developing
      • Works effectively in team settings
      • Shows appreciation for others' help and lends a hand when needed to complete shared tasks

  • Customer Focus - Issue Ownership:
    • Foundational - Learning and Developing
      • Responds promptly to customer inquiries
      • Takes responsibility for issues and, with assistance, works to find a solution

  • Execution - Excellence:
    • Foundational - Learning and developing
      • Ensures all tasks are carried out correctly
      • Learns from past mistakes and ensures that they are not repeated in similar future situations

  • Influence - Information Sharing:
    • Foundational - Learning and Developing
      • Openly and proactively shares information

  • Problem Solving - Problem Identification:
    • Foundational - Learning and Developing
      • Defines issues accurately and identifies the critical components

  • Risk Management - Risk and Compliance Adherence:
    • Foundational - Learning and Developing
      • Understands the central role the risk management function plays in the organization environment
      • Learns to identify and flag items non-compliant with regulations

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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