Overview

Essential Functions:

  • Leads department by example and develops Managers on both hard and soft skills.
  • Ensures all team members are receiving quality and timely feedback from their Manager, from in the moment coaching, to consistent 1:1 meetings, and through the annual performance cycle.
  • Coordinates hiring efforts for the department and drives continuous improvement of talent by identifying and filling skills gaps within the team.
  • Monitors and connects with staff to identify inconsistent practices and ensure employees are acting in accordance with state and federal laws.
  • Continually communicates with leadership to recommend enhancements to workflow and bring recommendations from the front line.
  • Coordinates with senior leadership and utilizes change management to implement new team strategies, initiatives and changes to procedures.
  • Responsible for Credit Bureau Reporting team’s productivity and call quality and the expeditious and fair handling of all direct and indirect consumer disputes.
  • Ensures credit bureau files are accurate, in the compliance with state and federal laws and regulations.
  • Essential tracking and communication to Executive management regarding any and all apparent servicing gaps and trends to improve upon Credit Bureau Reporting.
  • Investigate ID Theft/Fraud and work with Legal to assist with BBB/Regulatory complaints regarding credit reporting.
  • Develop and foster internal relationships to build points of contacts to quickly resolve escalated and unresolved customer conflicts.
  • Consistently solicit honest feedback from internal and external customers ensuring best in industry Credit Bureau Reporting while building and improving SC’s reputation.
  • Foster and drive departmental vision as set forth by Executive Management.
  • Compile, analyze and measure statistical data relative to productivity success while continually improving on future processes and reporting.
  • Monitor and ensure adherence to all state, federal and internal controls pertaining to credit reporting.
  • Maintain a comprehensive working knowledge of all tools that are available to each associate, continually coaching and training associates to perform at peak capacity.
  • Communicate and enforce all SC’s policies and procedures as set forth by Executive Management.

Education:

  • Preferred: Bachelor Degree in Business, Finance, or equivalent
  • Required: Equivalent combination of education and experience may be substituted in lieu of degree

Work Experience:

  • Required: 3-5 years Leadership and management experience, including training and mentoring skills to coach the staff
  • Preferred: 5-9 years in financial services or auto-finance

Supervisory Responsibilities:

Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.

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.

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 Customer Service

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.

 

Other Functions:

  • Other duties as assigned.

Supervisory Responsibilities:

Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.

Requirements:

  • Education –
    • Bachelor's Degree
    • or equivalent work experience
  • Experience –
    • 5-9 years

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.