Work Cafe, Sr. Concierge, Coconut Grove, Miami, FL

Santander Bank•Miami, FL

52d•Onsite

About The Position

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success. An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You! The Work Café Sr. Concierge performs the operations and service functions within the Work Café, including adherence to security, reconciliation and monitoring policies and procedures, including routine ATM tests. They specialize in the Work Café customer experience and is responsible for creating a professional environment that is engaging and welcoming for customers. The incumbent is responsible for the coordination of co-working, meeting facilities and booking room within the space, including assistance with Work Café events and programming. The Sr. Concierge will support the needs of customers by assisting with routine transactions and coordinating more specialized support with Work Café Relationship Managers and other Santander resources. Adheres to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies. Maintains forms / files in Work Café and sends documents monthly to analysts for testing. Performs sporadic ATM tests to check for performance. Maintains appropriate audit logs for the Work Café. Takes personal responsibility for delivering on Santander's and Work Café's customer experience standards. Creates exceptional customer experiences with every interaction. Performs Concierge duties and acts as initial point-of-contact for all customers entering the Work Café and directs customers to the appropriate area in a professional and engaging manner. Is a self-service expert and proactively encourages customers to embrace digital products and services by explaining the benefits of using the available alternative channels. Supports Work Café Manager and Work Café Events Manager with specialized Work Café programming and events, including promotion and day-of activities (greeting, check-in, set up, clean up, etc.). Supports the promotion of the services provided, co-working, room booking and events aspects of the Work Café. Manages and coordinates all customer and colleague room bookings and ensures the rooms are welcoming and in good order before and after appointments. Support customers in the Work Café by acting as a key point-of-contact. Takes ownership of addressing customer inquiries by directing them to the appropriate Work Café area, facility, resource or business partner. Works closely with the third-party baristas and cleaners to ensure the Work Café environment is welcoming and that all issues are handled effectively.

Requirements

3+ Years Proven retail branch experience. - Preferred.
1+ Yearss Customer Service Experience - Required.
Broad knowledge of Company policies and procedures, services and products.
Extensive knowledge of branch operations and regulatory requirements.
Excellent organizational, communication and interpersonal skills.
Excellent cash-handling skills.
Good analytical and problem-solving skills.
Enthusiasm for creating an exceptional customer experience (greeting customers with a smile, learning their names, knowing the community, etc.).
Passion for demonstrating and promoting digital products and services.
Skilled in customer engagement and creating a sense of community in the space.
Displays a credible, trustworthy and professional image at all times.
Ability to manage multiple priorities .
Attention to detail, problem solving, and the desire to be pro-active.
Ability exercise flexibility and responsiveness .
Strong interpersonal, communication, time management and organizational skills.
Ability to comply with policies and procedures.
Strong computer knowledge and Windows skills required.

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.
Fluent in Spanish preferred.

Responsibilities

Adheres to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
Maintains forms / files in Work Café and sends documents monthly to analysts for testing.
Performs sporadic ATM tests to check for performance.
Maintains appropriate audit logs for the Work Café.
Takes personal responsibility for delivering on Santander's and Work Café's customer experience standards.
Creates exceptional customer experiences with every interaction.
Performs Concierge duties and acts as initial point-of-contact for all customers entering the Work Café and directs customers to the appropriate area in a professional and engaging manner.
Is a self-service expert and proactively encourages customers to embrace digital products and services by explaining the benefits of using the available alternative channels.
Supports Work Café Manager and Work Café Events Manager with specialized Work Café programming and events, including promotion and day-of activities (greeting, check-in, set up, clean up, etc.).
Supports the promotion of the services provided, co-working, room booking and events aspects of the Work Café.
Manages and coordinates all customer and colleague room bookings and ensures the rooms are welcoming and in good order before and after appointments.
Support customers in the Work Café by acting as a key point-of-contact.
Takes ownership of addressing customer inquiries by directing them to the appropriate Work Café area, facility, resource or business partner.
Works closely with the third-party baristas and cleaners to ensure the Work Café environment is welcoming and that all issues are handled effectively.