Santander Assist Line Representative, Framingham, MA

Job Description

The Santander Assist Line specialist position, working in a high volume, fast-paced Contact Center environment, provides support and guidance for all Santander US branch team members with questions, issues and requests regarding branch operations, policies and procedures. This position requires a strong working knowledge of bank services; products and procedures in order to provide excellent customer service to our internal customers (branch personnel) with the ultimate goal of provide an exceptional customer experience for the banks customers. Responsibilities

• Adheres to Federal and State laws as well as Santander Bank policies and procedures
• Escalates issues and requests, report systems or policy issues to proper parties as well as direct / guide callers to other departments of the bank when appropriate
• Performs other duties as assigned or requested
• Attends all required training and reads all the internal communication to be up to date on changes in bank policies and procedures
• Independently researches and troubleshoots fairly complex issues to support branch team members, resolving on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and others
• Delivers a high level customer service to internal customers that meet or exceed the quality and operational personal standards established by the department
• Handles calls and emails from internal customers on technical questions and issues regarding branch operations, policies and procedures by efficiently using all appropriate resources and tools
• 1-3 years of experience with at least 1 year of retail banking experience in a customer service position
• Experience in Santander Bank branches preferably as BOM or PBR- or in Santander Bank Customer Contact Center is a plus
• Ability to learn all software systems that support branch operations, requests and inquires
• Ability to use Access forms, Outlook, Excel and PC remote control software and working knowledge of computer and processing skills (email, internet, intranet, etc.)
• Knowledge of branch systems, processes and procedures
• Knowledge of Santander Bank branches systems, processes and procedures is a plus
• Strong customer service skills; professional, courteous, friendly, and empathetic with a positive 'can-do' attitude
• Strong problem-solving skills; ability to listen carefully, probe for additional details, and ask targeted questions to gather information
• Strong verbal and written communications skills

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

Primary Location: Framingham, Massachusetts, United States

Other Locations: Pennsylvania-Reading,Pennsylvania-Philadelphia,Massachusetts-Framingham,Massachusetts-Framingham

Organization: Santander Bank, N.A.