Sr. Specialist, Customer Advocacy and Resources Education

Santander

3d

About The Position

The Sr. Specialist, Customer Advocacy and Resources Education is responsible for working with auto loan customers through various communication channels, who are experiencing long term hardships due to life circumstances, illness, bereavement, or other unforeseen circumstances. Based on past actions and future need of the customer, s/he will take a consultative approach in assisting them with personalized solutions to assist with their current auto loan. A successful CARE Team member will balance active listening, have empathy for our customers most in need of assistance, and be able to relate back how the resources we provide will impact their loan. The goal of the CARE Team is to ensure that we advocate and support customers most in need of assistance and provide education to help them get back on track and achieve their financial goals. Communicate in an empathetic manner while obtaining all required information and provide exemplary customer service in a consultative fashion, whether over the phone, through email or other means of virtual communication. Evaluate information provided by a customer to determine the best course of action. Apply detailed knowledge of available loan modification and assistance tools and eligibility to provide the most appropriate solution to the customer. Break down complex concepts in a manner that the customer can understand and check for customer understanding when explaining current account standing – concepts include, but are not limited to simple interest, loan modification, payment allocation, etc. Thoroughly document the conversation and highlight key takeaways. Act as primary point of contact for the customer once they are enrolled in a CARE Team aligned progra

Requirements

• Bachelor's Degree or equivalent work experience: - Preferred.
• 3+ Years Customer Advocacy or Service - Required.
• 3+ Years Background in a consultative field or education role, such as educators, customer advocates, counselor, social worker, relationship manager, retention specialist, legal assistant, or similar backgrounds. - Preferred.
• Strong interpersonal and communication skills to build trustworthy relationships with poise, tact and diplomacy.
• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to quickly build rapport with customers and get to root of conflict.
• Ability to identify unique solutions that meets the customer’s needs within the confines of their individual circumstances.
• Excellent customer service skills including an ability to follow-up to ensure closure of issues.
• Demonstrates strong knowledge of auto loan products and account modification tools and services.
• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to maintain poise under pressure.
• Excellent communication skills, both verbal and written forms.
• Ability to multitask and work within multiple applications.
• Ability to change direction as more information is provided.
• Ability to take accurate notes and navigate computer applications, while speaking to customer over the phone.
• Strong problem solving and critical thinking skills.

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

• Communicate in an empathetic manner while obtaining all required information and provide exemplary customer service in a consultative fashion, whether over the phone, through email or other means of virtual communication.
• Evaluate information provided by a customer to determine the best course of action.
• Apply detailed knowledge of available loan modification and assistance tools and eligibility to provide the most appropriate solution to the customer.
• Break down complex concepts in a manner that the customer can understand and check for customer understanding when explaining current account standing – concepts include, but are not limited to simple interest, loan modification, payment allocation, etc.
• Thoroughly document the conversation and highlight key takeaways.
• Act as primary point of contact for the customer once they are enrolled in a CARE Team aligned progra

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees