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Customer Service Senior Specialist

Company: Santander US
Location: Mesa
Posted on: June 6, 2021

Job Description:

**Customer Service Senior Specialist**

**Req ID:** o1axffwH **Date posted** 05/19/2021


**Starting Wage for this role is $22 an hour.**

**About Santander Consumer:** With over 3.1 million customers and $60 billion in managed assets, Santander Consumer USA (NYSE: SC) is a full-service, technology-driven consumer finance company focused on vehicle finance and third-party servicing. Additionally, operating as Chrysler Capital we provide full-spectrum automotive finance for Chrysler Group dealers; direct-to-consumer lending solutions; plus fleet, lease, floorplan and business lending solutions. We are committed to providing excellent service to our customers, our people and our community by placing our Simple, Personal, and Fair values at the center of everything we do. For more information visit ****

We offer a comprehensive benefits package that includes medical, dental, vision and prescription drug coverage which you are eligible for on your date of hire. We also offer a minimum of 22 days of PTO, 10 paid holidays, tuition reimbursement, 401(k) with immediate company match of 6% and volunteer PTO time.

As a CARE Team member, you will work with auto loan customers through various communication channels, who are experiencing long term hardships that impact the customer's ability to maintain their account as is. Based on past actions and future need of the customer, you will use a defined process to identify the best solution for the customer. 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.

**Essential Functions:**

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 the customer can understand and check for customer understanding when explaining current account standing (Concepts include: 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 program.


Bachelors Degree or equivalent experience


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.

3-5 years Customer Advocacy or Service

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.

US Candidates/Employees: Click here to view the "EEO is the Law ( " poster and supplement and the Pay Transparency Policy Statement. (

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Keywords: Santander US, Mesa , Customer Service Senior Specialist, Other , Mesa, Arizona

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