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Customer Assistance Account Specialist

Company: Santander US
Location: Mesa
Posted on: January 10, 2022

Job Description:

Customer Assistance Account SpecialistReq ID: osTWgfwh Date posted 12/17/2021DescriptionThis position is currently work from home due to COVID-19. Once conditions permit this role will be located onsite in Mesa, Arizona.Job Family Description:Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.Job Function Description:We are currently seeking Customer Assistance Account Sr. Specialists to join our team. The main focus of this role is to evaluate a customers account for all possible assistance tools in accordance with applicable regulatory guidance and internal policy and procedures.Responsibility StatementsProbes customer to determine root cause of account delinquency and offers appropriate or applicable assistance tools.Effectively communicates how assistance programs work and any potential impact to customer and account.Collects in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA).Analyzes loan history and determines the best course of action for the customer in resolving the problem permanently.Successfully utilizes all collection tools provided by management, including, but not limited to, extensions, maturity and hardship modifications, to make the best business decision for Santander Consumer USA Inc. and the customer.Has authority to independently negotiate with the customer on Auto Loan Modifications and extensions within company guidelines.Performs additional duties as requested, needed, or assigned.RequirementsHigh School Diploma or G.E.D. required. Bachelors Degree preferred.1+ years of relative experience.Broad knowledge of collection policies and procedures and the Fair Debt Collection Practices Act (FDCPA).Broad understanding of the collections practices and procedures.Flexibility, adaptability, and acceptance of change in a dynamic financial environment.Ability to perform basic arithmetic calculations.Accurate data entry, typing and ten-key skills.Strong customer service skills.Ability to maintain poise under pressure.Ability to communicate effectively in both verbal and written forms.Ability to maintain confidentiality at all times.Strong negotiation skills.Employers Rights:This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will 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 employment at any time, for any reason.Employees desiring consideration should complete an online application, utilizing the appropriate process as subscribed by the posting entity. Employees should provide all pertinent information to support their candidacy.To be considered eligible for internal posting, Santander employees must meet all of the following eligibility requirements:Completion of at least one year of active service in Santander.Completion of at least twelve months in current position.Be in Good Standing.Please click here to see the full policy - Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We encourage everyone to apply.As a part of our commitment to the health and safety of our employees and clients, we have implemented COVID-related health and safety requirements for our workforce. These requirements may include all or some combination of: disclosing your vaccination status, being fully vaccinated, regular testing, mask wearing and social distancing. As you go through our selection process, the requirements will be clearly disclosed to you.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. (here to view the California Privacy Notice. Need assistance? Contact

Keywords: Santander US, Mesa , Customer Assistance Account Specialist, Other , Mesa, Arizona

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