Client Service Professional III

Company: Santander Bank N.A. ( Learn More )

General Information
US-RI-East Providence
4 Year Degree
At least 5 year(s)
Not Specified
Job Description [POSITION SUMMARY] I. POSITION SUMMARYThe Client Service Professional III position plays a vital role in delivering a world class client service experience to our clients. In this role the CSP 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. The CSP partners with the Origination teams (RM's/AM's/RA's/CMSO'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). The CSP 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.II. PRIMARY DUTIES & RESPONSIBILITIES The Client Service Professional III manages the client relationship for all clients via phone, email, online, and existing stakeholder / product channels. 20%Provides passwords, demos, scanner installs and provides client service to internal and external clients 10%Performs pricing analysis, schematics, demos; works with Client Service Onboarding specialists and Origination teams to initiate exception pricing requests. 15%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. 15%Consult with customers in all aspects of servicing client requests and takes appropriate action to manage/retain the client while utilizing independent judgment.20%Provides leadership, training, coaching and support for continuous improvement deployments and drives adoption of best practices across functional area(s).20%III. QUALIFICATIONSEducation: Bachelors or equivalent. Business Experience: 5+ yrs. relevant experienceIV. SPECIALIZED KNOWLEDGEClient facing experience; strong background and interest in the fields of operations and compliance. Prior cash management experience preferred. 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.Proactively communicate financial activity and relevant client matters as appropriate. Excellent verbal and written communication skills.Ability to multi task and implement and interpret policies. Ability to prioritize and resolve multiple inquires, and use independent judgment.Strong client service and organization skills. Strong business acumen with a strategic business sense.Proficient with the MS office package.V. SUPERVISORY/MANAGEMENT SCOPEIndividual Contributor


Job Requirements