Overview

Job Family: Customer Service

Acts as first point of contact for consumer and small- to medium-sized clients. Assists clients with resolving product, service or billing issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions.

Job Function: Customer Service

Acts as first point of contact for consumer and business clients. Assists clients with resolving product, service or account issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions. Responsible for maintaining operational integrity.

Summary of Responsibilities:

The Manager, Customer Service is responsible for solving complex, multi-faceted problems facing day-to-day operations, ensuring quality and efficiency of the customer service department through daily management of team members and delivering simplified solutions that will allow the department to seamlessly provide exceptional customer service. S/he will also support business leaders and senior management in the implementation and execution of business strategy and growth initiatives for the Customer Service department.

Essential Functions:

  • Provides ongoing operational development, leadership, coaching and training to front line Customer Service representatives.
  • Organizes daily work flow and appropriate staffing for Customer Service team.
  • Coordinates and manages the implementation of major initiatives impacting customers and the Customer Service team.
  • Leads initiatives for customer service including risk mitigation, operational quality and continuous improvement.
  • Develops effective service concepts to ensure the team meet or exceed established departmental goals, while maintaining compliance to policies, code of ethics, and all Federal, State and local laws,.
  • Ensures Customer Service team consistently adheres to Company policies and procedures, code of ethics and all Federal, State and local laws.
  • Coaches the team to achieve customer loyalty through reduction of customer effort, issue and problem resolution, and delivering service excellence.
  • Mitigates risk by ensuring direct and indirect reports adhere to federal regulations and Company policies.
  • Prepares staff to provide appropriate levels of support to customers, both internal and external.
  • Manages performance issues as needed to ensure associates meet or exceed minimum department expectations.
  • Monitors and analyzes various management information reports to identify problem areas, ways to improve resources allocation and ensure proper implementation of strategic plans.
  • Monitors and evaluates service performance to ensure first call resolution and quality standards are met or exceeded to create customer loyalty.
  • Leverages relationships with internal business partners to improve performance efficiencies and identify process improvements.
  • Monitors and maintains compliance requirements and code of ethics.

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 Management/leading of a Customer Service/ Customer Support function.
  • Skills & Abilities –
    • Practical knowledge of Customer Service best practices, identification, resolution and implementation.
    • Ability to build relationships and trust with team members and customers.
    • Ability to develop goals and consistently seek learning opportunities in order improve.
    • Ability to convey a sense or urgency and drive.
    • Ability to make effective decision making on complex matters.
    • Ability to multi-task and meet strict deadlines.
    • Ability to lead, influence and direct peers, subordinates and management.
    • Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.
    • Ability to analyze risk and design efficient control practices to minimize risk.
    • Ability to adjust to new developments/changing circumstances.
    • Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems.
    • Excellent interpersonal, supervisory, and customer service skills required.
    • Excellent written and verbal communication skills.
    • Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.
    • Superior analytical, problem solving and critical thinking skills.

Competencies:

  • Change Orientation – Flexibility:
    • Proficient – Applying and Executing
      • Adapts quickly to change and makes suggestions for increasing the effectiveness of change
      • Appropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands
      •  

  • Collaboration – Teamwork:
    • Proficient – Applying and Executing
      • Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change
      • Provides assistance and coaches less experienced team members
      •  

  • Customer Focus – Customer Satisfaction:
    • Proficient – Applying and Executing
      • Assesses problem situations and initiates effective interventions that result in customer satisfaction
      • Takes time to develop and maintain relationships with customers
      •  

  • Customer Focus – Customer Understanding:
    • Proficient – Applying and Executing
      • Probes in-depth to understand the customer’s business needs
      • Explores and understands the customer's alternatives and decision criteria
      •  

  • Execution – Accountability:
    • Proficient – Applying and Executing
      • Follows through to meet commitments to others
      • Takes responsibility for achieving strong results, despite balancing multiple complex demands
      •  

  • Influence – Two-way communication:
    • Proficient – Applying and Executing
      • Communicates in a timely and straightforward manner
      • Probes for additional information, clarifies assumptions and confirms agreed-upon actions
      • Keeps everyone involved informed about progress and issues
      •  

  • Problem Solving – Problem Identification:
    • Proficient – Applying and Executing
      • Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious
      •  

  • Risk Management – Risk and Compliance Adherence:
    • Proficient – Applying and Executing
      • Communicates the importance and benefits of risk management to counterparts
      • Displays natural skepticism and curiosity to question the status quo and uncover issues
      • Adheres to a good root cause analysis process
      •  

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.