Client Support Analyst

Santander•Boston, MA

1d•Remote

About The Position

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. If you are interested in exploring the possibilities We Want to Talk to You! The Analyst, Client Support provides day-to-day support and service to assigned Santander clients via telephone and email. They identify opportunities to enhance client relationships through services and products that meet the customers' needs. The incumbent answers client inquires and provides client education on Santander products and services. The Analyst, Client Support conducts follow up on all paperwork submitted to ensure it is completed accurately and in a timely manner by internal supporting departments. Handles daily customer requests via phone and/or system such as account opening, wire processing, transfers, payoffs and pay downs on loans. Troubleshoots and investigates customer issues and onboard new clients. Supports Relationship Managers by answering calls, preparing packages, data entry, tracking vendor invoices and gathering information to resolve issues or complete projects. Prepares and distributes weekly reports and packets, attend weekly meetings Assists Loan Officers and customers with transaction histories, statements, print-outs, account transfers, payments, requesting payoff letters etc. Types correspondence as needed (commitment letters, general correspondence). Maintains log and prepares files for attorneys. Assists with Compliance requested items during exams to gather data / files. Processes payment invoices. Assists in maintaining current evidence insurance in credit files. Recognizes cross sales and retention opportunities. Meets expectations set for compliance testing related to government banking regulations.

Requirements

Exceptional communication skills (verbal, written, presentation, and interpersonal).
Proven customer service/relations skills.
Bachelor's Degree or equivalent work experience - Required.
3+ years of customer service, business process, or project management experience - Required.
Ability to manage multiple tasks/projects and deadlines simultaneously.
Ability to identify and resolve exceptions and to interpret data.
Strong analytical and problems solving skills.
Being an active listener who is patient and asks appropriate questions when necessary.
Ability to operate a wide range of office technology, such as operating a multi-line telephone system, computer, copier and fax machine.
Ability to exercise sound judgment and make prudent decisions.
Fluid in adapting to and embracing change for themselves and with others.

Nice To Haves

Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
Experience in Microsoft Office products.

Responsibilities

Provides day-to-day support and service to assigned Santander clients via telephone and email.
Identifies opportunities to enhance client relationships through services and products that meet the customers' needs.
Answers client inquires and provides client education on Santander products and services.
Conducts follow up on all paperwork submitted to ensure it is completed accurately and in a timely manner by internal supporting departments.
Handles daily customer requests via phone and/or system such as account opening, wire processing, transfers, payoffs and pay downs on loans.
Troubleshoots and investigates customer issues and onboard new clients.
Supports Relationship Managers by answering calls, preparing packages, data entry, tracking vendor invoices and gathering information to resolve issues or complete projects.
Prepares and distributes weekly reports and packets, attend weekly meetings
Assists Loan Officers and customers with transaction histories, statements, print-outs, account transfers, payments, requesting payoff letters etc.
Types correspondence as needed (commitment letters, general correspondence).
Maintains log and prepares files for attorneys.
Assists with Compliance requested items during exams to gather data / files.
Processes payment invoices.
Assists in maintaining current evidence insurance in credit files.
Recognizes cross sales and retention opportunities.
Meets expectations set for compliance testing related to government banking regulations.