Customer Service Center - Service Team Manager

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

General Information
US-RI-East Providence
4 Year Degree
3 to 5 years
Not Specified
Job Description As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits.  With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals.  Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.
Position Summary Manages a team of 15+ Customer Service Representatives (CSR) who are responsible for actively servicing and selling a wide variety of inbound customer inquiries such as deposit and loan inquiries. Drives customer loyalty and revenue growth through superior customer service, taking ownership of each call to enhance the customer experience, build relationships and increase Santander Bank, N.A. ('Santander')'s wallet share per customer (products per customer). Ensures CSRs consistently adhere to bank policies and procedures, code of ethics and all Federal, State and local laws. Coaches the team to achieve customer loyalty in a service and sales environment thru reduction of customer effort, issue and problem resolution, and delivering service excellence.
Position Duties
  • Develops, documents and sustains effective service processes within the department
  • Proactively suggests and implements process improvements as needed. Interviews, screens and hires Customer Service Representatives
  • Leverages relationships with internal business partners to improve performance efficiencies and identify process improvements
  • Monitors and maintains compliance with banks compliance requirements and code of ethics
  • Reviews and analyzes call center results and performance trends to identify improvement opportunities ie revenue growth and expense control
  • Reviews and collaborates with senior management to ensure quality service and sales goals are achieved and identifies ways to improve
  • Acts as a career coach, role model and mentor to staff to provide learning opportunities; conducts regular development discussions and performance reviews with each employee
  • Consistently recognizes, acknowledges and rewards performance and contributions of staff
  • Motivates and cheers team to top performance and potential
  • Regularly monitors and evaluates service performance to ensure first call resolution and quality standards are met or exceeded to create customer loyalty
  • Regularly reviews and analyzes team results
  • Coaches team to goal achievement through direct observation, feedback, review of individual results, identification of development needs and plans for improvement
  • Coaches and supervises CSRs in all aspects of service to meet/exceed service, quality and sales goals, maximizing service opportunities for first call resolution, avoid risk and fraud, and identify and solve to customer needs

  • Requirements

  • Bachelors Degree preferred or equivalent work experience required
  • Minimum of 3-5 years experience in Customer Service Management required, preferably in a call center environment
  • Between 3 - 5 Years Specialized Knowledge Ability to build relationships, show respect , and instill trust with team members and customers
  • Ability to challenge the status quo, champion change and implement new initiatives, create positive energy in teams around the future, inspire the team to believe in themselves and what they are doing; follow the leader even in the face of challenges and define problem issues, identify causes, explore alternative solutions and choose the best course of action
  • Develop goals and consistently seek learning opportunities in order improve
  • Flexibility to changing roles and responsibilities
  • Able to lead and motivate others in meeting/exceeding goals
  • Builds high performing teams; provides team with the appropriate directions, empowerment, resources and training
  • Commitment to quality, ensuring completeness and accuracy of work
  • Ability to do things right the first time. Decisiveness - Ability to make well founded decisions in a timely manner, sometimes with incomplete information
  • Initiative and motivation to push ahead toward achieving a desired goal without suggestions or prompting by others. PC skills - Windows, Word, Excel
  • Professionalism - Project a positive image thru attention to personal appearance, language and professional behavior
  • Recognition - Recognizes and rewards the accomplishments of others
  • Santander Products and Services - Possess in-depth knowledge of products and services; demonstrate a general understanding of related systems and tools
  • Strong communication skills - Communicate Crisply & Candidly
  • Effective in internal & external communication. Communicate regularly w/ Cust Service Rep and management w/ clarity to keep the team informed & to get meaning across w/ max impact
  • Strong organization and time management skills; ability to manage multiple priorities
  • Strong supervisory skills - Management Focus and Discipline
  • Identifies and implements plans and holds others accountable
  • Take Ownership - Take pride in own work, be will assume responsibility for accomplishing objectives, be dependable and follow thru on commitments
    Job Requirements