Specialist, Complaints Management

Dallas, United States of America

WHAT YOU WILL BE DOING

With over 2.9 million customers and $64 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. Founded in 1995, SC is headquartered in Dallas, TX and currently has over 6,000 Associates across various locations. 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 18 days of PTO (with additional days for professional development and volunteering), 11 paid holidays, tuition reimbursement, and a 401(k) plan with immediate company match of 100% of the amount you contribute, up to 6% of your eligible pay.

USA Job Function Description: Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Essential Functions/Responsibility Statements:

• Partners with loan operations and support departments to identify root cause of issues and solutions to increased levels of complex escalated complaints as evidenced by amount of research.
• Delivers quality customer service experience focused satisfying the customer during the complaint resolution process.
• Evaluates phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures and all state/federal laws.
• Calibrates with peers and management on previous resolutions and calls to ensure accuracy of handling and process.

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

Work Experience: 0-3 years ; Servicing/Originations role or related experience.

Skills and Abilities:

• Proficient understanding of Auto Finance and/or related field.
• Demonstrates proficiency in all complaint types and independently and thoroughly researches multiple subjects across multiple systems and departments.
• Demonstrated experience in successfully addressing urgent high risk customer situations.
• Displays conversational skill important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management.
• Ability to identify complaints with potential regulatory impact.
• Ability to take on additional projects and responsibilities as needed.
• Ability to determine defects or errors in process or procedure.

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: 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.

WHAT WE ARE LOOKING FOR

EXPERIENCE

EDUCATION

Bachelor of Science (BS), Other

COMPETENCIES

Other English

Primary Location: Dallas, Texas, United States of America

Other Locations: Texas-Dallas

Organization: Santander Consumer USA Inc.

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.