Manager, Customer Service

USA Job Function Description:

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.

Essential Functions/Responsibility Statements:

• Develops, coordinates and implements fraud detection, prevention and investigation training plans for team managers and staff.
• Promotes, recommends and contributes to bank-wide fraud prevention policies, procedures and training programs based on expertise and understanding of current and emerging risks and fraud trends.
• Manages departmental results/work product for the purpose of mitigating exposure, recovering stolen funds, equitable case distribution, appropriate subject matter expertise, and compliance with all Federal Regulations.
• Influences stakeholders across the company to develop scalable solutions to prevent issues moving forward.
• Enables a high-performing team by providing excellent coaching and actionable feedback.
• Executes on near-term goals while moving towards a long-term vision.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

Bachelor's Degree or equivalent work experience in Business, Criminal Justice, Legal, Communications or equivalent field. (Req)

Work Experience:

Financial Services Industry experience. , 5+ years (Req)
Operations, Risk, or related segment experience. , 5+ years (Pref)

Skills and Abilities:

• Practical knowledge of Fraud and Risk best practices, identification, resolution and implementation.
• Knowledge of regulatory and compliance standards.
• Ability to foster and embed a strong risk culture.
• Knowledge of risk management 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.

Diversity & EEO Statements: 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.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting 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 Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may 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 at any time for any reason.

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range

Minimum:

Maximum: