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Representative, Customer Service

Company: Santander Bank
Location: East Providence
Posted on: February 12, 2019

Job Description:

Description: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 Employer--Candidate is responsible for providing consistent high quality customer service to Santander's consumer banking customer via the telephone. Accurately responds and educates customers on inbound service and sales inquiries. Strengthens the customer relationship, effectively identifies customer needs, resolves issues and provides a customer experience that creates the opportunity to recommend additional products and services. Candidate demonstrates a strong knowledge of Santander's products and services including deposit, loans and credit cards. Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws--Responsibilities--Keeps informed of changes in bank products, services and proceduresResponds to customer inquiries regarding mailings (i.e. statements, promotions, mortgage notices, escrow notices, etc.)Identify Customer needs, educate and sell customers on bank products, services and recommends solutionsResponds to and resolves customer inquiries on account status, researching problems and inquiriesAssesses customer needs beyond the immediate reason for contactProvides consistent quality customer service to internal and external customers that meet or exceed Santander's standardsQualification:High school diploma or equivalentMinimum 6 months customer service experienceBasic aptitude for math, and proven ability to work with systems, accuracy in typingAbility to adjust to a changing environmentAbility to educate customer on a service or product solutionAbility to empathize with a customer and take ownership of an issueAbility to follow up on customer and commitmentsAbility to listen and interpret customer communication to identify needsAbility to make decisions and explain criteria and actionsAbility to present information and solutions in clear concise termsAbility to question, accurately identify a need and present an effective solutionAbility to set customer expectations and explain to customer what is being done to resolve an issueBi-lingual specialty skill desired (Spanish and English)Complete knowledge of Sovereigns products, policies and proceduresDemonstrates ability to identify suspicious, red flag, high risk or fraudulent activityDemonstrates analysis and problem solving skillsDemonstrates high level of professionalism; actively attends meetings and conveys understanding of comments and questions of others; listens well in a groupEncourages and empowers others to achieve; creates enthusiasm, a feeling of investment, and a desire to excelExcellent organizational and multi-tasking skills requiredFlexibility in scheduleGenerates new ideas; goes beyond the status quo; recognizes the need for new or modified approaches; brings creativity to the jobManages time effectivelyPositively asserts own ideas and persuades others; gains support and commitment from others; mobilizes people to take actionProven Customer Service skills and ability to work in a fast paced changing environmentResponds well to personal development and feedback, demonstrates a willingness to learnShows ability to confirm and check for understanding of communicationSpeaks clearly and expresses self well in groups and in one-to-one conversations; articulates thoughts, ideas and solutions clearly; shows ability to simplify complex issuesStrong communication skills and ability to present information clearly and professionallyStrong verbal communications and customer service skillsThe ability to navigate Santander system to collect information and data needed to identify and assess needs and or diagnose service issueWorking knowledge of Santander products, service and systems and ability to communicate and educate customersAt Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams.-- We actively encourage everyone to apply

Keywords: Santander Bank, Somerville , Representative, Customer Service, Sales , East Providence, Massachusetts

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