Client Support Representative

Client Support Representative

East Providence, United States of America

The Client Service Representative position plays a vital role in delivering a world class client service experience to our clients. In this role you will be dedicated to providing an outstanding customer journey and will have the opportunity to develop a skill set and knowledge base in a fast paced and engaging environment.

Job Function

Partners with the Origination teams (RM's/RO's/TSO's/CMSA's) and the client. Proactively provides support to the Onboarding team during new client acquisition activities and resolving complex issues. Services and enhances the existing client experience by using independent judgment in meeting the various needs of the client. Is an active participant in the onboarding of all new and existing clients. Partners with relevant stakeholders to identify and execute performance improvement opportunities with a high-level impact on client experience and performance. Assists in the deployment of continuous improvements opportunities, polices and processes to improve operational effectiveness, efficiency and customer satisfaction (internal and external). This role is a member of the 1st line client service team responsible for solving 75% of all client queries while monitoring and tracking all client interactions.

Essential Functions/Responsibilities:

• Handles the client relationship for all clients via phone, email, online, and existing stakeholder / product channels.

• Troubleshoots and investigates customer issues, working with Operations and onboard new clients.

• Provides passwords, demos, scanner installs and provides client service to internal and external clients.

• Performs pricing analysis, schematics, demos; works with Client Service Onboarding specialists and Origination teams to initiate exception pricing requests.

• Maintains Service Activation requests for existing clients: tracks service activation/maintenance, obtains customer documentation, and appropriate risk approvals, supports vendor testing and activations with business partners; validates end results. Completes fulfillment activities.

• Consult with customers in all aspects of servicing client requests and takes appropriate action to manage/retain the client while utilizing independent judgment.

• Provides leadership, training, coaching and support for continuous improvement deployments and drives adoption of best practices across functional area(s).

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Bachelor's Degree or equivalent work experience (Req)

Work Experience

3-5 years of Customer service, Business Process, or Project Management experience

Experience with Microsoft Office (Outlook, Excel, and Word)

Prior cash management experience strongly preferred

Skills and Abilities

• Proven customer service/relations skills; strong background and interest in the fields of operations and compliance

• Exceptional communication skills (verbal, written, presentation, and interpersonal)

• Proactively communicate financial activity and relevant client matters as appropriate

• Strong analytical and problems solving skills

• Being an active listener who is patient and asks appropriate questions when necessary

• Able to establish relationships and partner effectively with various groups including sales, service, operations, compliance, and marketing

• Able to work in a team environment and consult with clients

• Ability to prioritize and resolve multiple inquires, and use independent judgment

• Fluid in adapting to and embracing change for themselves and with others

Diversity & EEO Statements:

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.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions

Frequent minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.

This position can be hybrid (3 days/week in office) or fully remote. Either way, candidate must be able to commute to our East Providence RI office if/when needed.

Primary Location: East Providence, RI, East Providence

Other Locations: Rhode Island-East Providence

Organization: Santander Bank N.A.

Salary: $44,250 - $76,000/year

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO