Client Management Team Leader

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

General Information
US-RI-East Providence
4 Year Degree
Not Specified
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.

  • This leadership position is responsible for executing the bank's strategy for Remote Client Management through strong leadership fostering an environment of regulatory compliance, teamwork, empowerment, alignment of goals, and mutual accountability
  • Leads a team of 15+ Consumer and Small Business Remote portfolio managers, responsible for deepening, retaining, and improving the profitability of their portfolio customer relationships, through providing Personalized Concierge Level Customer Service and Proactive Sales Solutions
  • Responsible for driving results to grow customer portfolios in order to meet the bank's overall revenue targets
  • Monitors phone calls for quality assurance and to ensure that appropriate techniques are being used
  • Proactively identifies areas of opportunity and coaches or provides training in order to immediately address any potential customer impact or minimize any risk to the bank
  • Ensures portfolio managers are proficient in concierge level customer service Review phone calls, emails, and written communications with clients and prospects to ensure adherence to FINRA's regulations and guidelines when applicable
  • Cultivates a culture of compliance, specifically for FINRA licensed consumer portfolio managers with series 6&63
  • Directs the development, implementation and use of productive sales strategies and techniques, in order to meet aggressive sales and revenue targets
  • Formulates and executes a customized team plan to acquire new, retain and grow existing SME and consumer Lead a group of Consumer/SME portfolio managers, with a strong focus on the delivery of a superior customer service experience while maintaining maximum efficiency and offering customer solutions through a consistent service and sales approach

  • Requirements

  • Strong knowledge of consumer, small business and investments required
  • Superior PC skills - Windows, Word, Excel, PPT 
  • Bachelors or Equivalent Experience: Between 3 - 5 Years License/Certification: Active FINRA Series 7, 63 & Series 24 licenses required 
  • Specialized Knowledge Ability to build relationships and trust, empower and show respect and instill trust in team members and customers
  • 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. Inspired Commitment - Ability to provide leadership, inspiration and positive energy in teams
  • Organization and Time Management - Maintain an organized approach to work and manage multiple priorities
  • Position requires a sound understanding, both in principal and in practice, of FINRA rules and regulations consistent with a Series 24 licensed Registered Principal
  • Solid working knowledge of all Santander Consumer, Small Business, and Investments products and services

  • Job Requirements