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Sr. Specialist, Small Business & Consumer Operations

Santander Bank – Dorchester, MA

Sr. Specialist, Small Business & Consumer Operations-1903285

Description As a member of Santanders retail banking division youll help serve Santanders 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., Santanders 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 Santander Bank.
The Sr. Specialist, Small Business & Consumer Operations performs a wide variety of service and operational duties in support of consumer operations. S/he monitors, reports and plans process improvement or redesign initiatives, and makes recommendations on changes. S/he administers company policies, procedures, manuals, and systems to determine and establish appropriate controls. Provides outstanding customer service efficiently, effectively and within regulatory guidelines.
  • Apprises manager of issues and problems relating to regulatory and compliance matters, documentation, and efficiency so corrective action can be taken.
  • Assists in the training of the servicing staff team. Point person for all account modifications and maintenance activities; including oversight and completion of research requirements.
  • Conducts timely reconciliations and balancing of departmental G/L accounts.
  • Contributes to effective department workflow.
  • Develops, documents, and implements departmental procedures and reports.
  • Coordinates and performs monthly, quarterly, and annual departmental reporting.
  • Develops, documents, and implements departmental procedures and reports.
  • Ensures effective and timely completion of special projects as assigned.
  • Performs complex account maintenance transactions and modifications.
  • Represents department on cross-functional project teams.
  • Responds to customer inquiries and resolves complex problems and issues.
  • Reviews, audits, and provides quality control oversight of account data to ensure the accuracy of entered on the Banks core account system.
  • Works with manager to ensure timely and accurate consumer operations practices.

  • Bachelor s Degree; in Finance, Business or equivalent field.,or equivalent work experience.
  • 3-5 years; Consumer operations experience, preferably in a lending/banking or financial services environment.
  • Ability to deal with customers effectively.
  • Ability to develop and implement goals and objectives.
  • Ability to handle multiple tasks while maintaining strong attention to detail.
  • Ability to initiate, develop, and implement projects and procedures.
  • Ability to meet deadlines.
  • Basic knowledge of lending procedures and regulations.
  • Demonstrated ability to understand and interpret compliance regulations.
  • Knowledge of regulatory guidelines, specifically consumer.
  • Strong interpersonal skills (written and oral).
  • Strong organizational and analytical skills.
  • Thorough knowledge of a variety of software programs (particularly Excel, Word, and PowerPoint).
  • Minimal physical effort such as sitting, standing, and walking.
  • Addresses customer s requests, ensures concerns are recorded accurately and action is initiated appropriately.
  • Makes extra effort to satisfy customers needs and meet commitments.
  • Assesses problem situations and initiates effective interventions that result in customer satisfaction.
  • Takes time to develop and maintain relationships with customers.
  • 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.
  • 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.
  • Executes risk management process and procedures without management direction, and demonstrates awareness of expected results.
  • Knows the relationship and impact of actions and results.
  • Has an understanding of regulations impacting area supported,Organizes and prioritizes workload and tasks for oneself and team members.
  • Actively plans ahead for routine and cyclical work.
  • Sees through complexity and detail to get to the critical issues at hand.
  • Takes into account the wider context within which problems exist.
  • Uses information and data effectively to support a position and present a rational case.
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

Job:Business Operations Primary Location:Massachusetts-Dorchester-2 Morrissey Boulevard - 06367 - Columbia Park Organization:Consumer & Business Banking (1001) Schedule:Full-time

Job Posting:Jun 24, 2019, 4:56:31 PM

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