**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 **http://www.santanderconsumerusa.com**
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.
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
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.
Click here to view the California Privacy Notice. Need
assistance? Contact TAOps@santander.us