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Consumer Lending Loan Servicing Lead Specialist
Banco Santander
Reading, PA, United States
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Description
As a member of the Technology & Operations organization you will be part of the team that serves the needs of Santander Bank, N.A., including products and services for personal, business and corporate customers. Our people are at the heart of everything we do. We are committed to teamwork, and we encourage collaboration and innovation to be a smart, customer-focused and solutions-oriented organization
• The Technology Team supports the development, implementation and ongoing maintenance of all banking systems. This team has the expertise and commitment to develop high-quality solutions to meet the needs of a fast-paced and complex operating environment.
• The Operations Team supports the processing for all the bank’s transaction channels. Each day, this team excels when faced with opportunities and challenges to make a meaningful, error-free difference for our customers.
POSITION SUMMARY-The Consumer Lending Loan Servicing Lead Specialist Position may be responsible for some or all of the many key functions in the Consumer Loan Servicing statement team as listed below: Resolve issues in Customer Service Database, Vendor verification, analyze statement file, create docs for remedies, communicate with branches, contact center and other business partners. Produce Statement Dashboard and assign workload. Test remedies for statement issues. Attend meetings with manager or in their absence. Provide training/coaching to other Statements team members.
[POSITION DUTIES] communicate with branches, contact center and other business partners., Be able to assist with researching and analytical work, Being available to attend and speak to the issues on daily statement meetings, High priority meetings, and manager meetings as needed, Research possible statement issues to determine if remedy needs to be submitted or coaching is necessary., Train and coach new hires for Statement team, Determine all totals of items that need to be researched, assign workload, create remedies as needed and produce Statement Dashboard daily. Once remedy resolved test for pass or fail status, Implement the daily functions associated with Resolve issues in Customer Service Database, Vendor verification, analyze statement file, create docs for remedies.
Qualifications
• Ability to be flexible with extended hours as needed as well as changing job assignments as needed,
• Ability to step in to a leadership role to assist manager. This would include monitoring the team members quality and quantity of work, answering team members questions, assisting team members with problems that arise and attending meetings or confer.
• Ability to work and resolve complicated customer issues with superior Customer Service for our customers as well as other business partners that we support.
• Ability to work with all levels of management in a highly professional manner and be able to handle high pressure situations.
• Commitment to continuous learning and improvements as opportunities arise. Proficiency in working in Windows Environment, Microsoft Outlook, and Excel. Experience with Partenon and CARE preferred.