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Consumer Lending Loan Servicing Team Leader
Banco Santander
Reading, PA, United States
Job Details - this job has expired, please see similar jobs below
Description
The primary responsibility of this position includes managing and processing Escalated cases from the email site as well as handling CARE cases for all the Consumer Servicing teams. This position will perform maintenance functions and set up services as requested. Responsible to meet established Service Level Agreements (SLAs), resolve and or assist team members with completing complex issues. Provide support to team members with solutions or general office needs during non-standard business hours. Excellent skills to effectively communicate with customers, team members and management across the corporation.
Responsibilities
• Assist with special projects as assigned
• Participate with documenting and updating procedures
• Recommend process changes and implement methods of streamlining production
• Meet and exceed established Service Level Agreements (SLA) with high standard of quality
• Provide supervisory support to team members with solutions or general office needs during non-standard business hours
• Analyze, research and resolve CARE cases for all Consumer Loan Servicing teams including but not limited to payoffs quotes, statement inquiries, SLPP coverage, researching and adjusting transactions, reviewing collateral and flood insurance data
• Analyze, research, resolve and provide timely response to all Escalated cases while managing the
• Escalated email site. Effectively communicate with all Consumer Loan Departments and other business partners with escalated case resolution
Qualifications
• Bachelor’s Degree preferred, Associate Degree or equivalent banking/financial institution experience required
• Consumer Loan Servicing knowledge and experience preferred
• Between 2 - 4 years of experience
• Ability to multi-task and work well under pressure
• Ability to research and resolve escalated customer issues
• Demonstrated ability to coach, motivate and lead a team to successfully meet and exceed production goals
• Excellent interpersonal skills
• PC skills including Word Excel and Internet
• Strong written and verbal communication 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