Santander Bank, NA Client Service Specialist in Dorchester, Massachusetts

Client Service Specialist - 1704958

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Description

The Client Service Specialist (CSS) position plays a vital role in delivering a world class client service experience to our clients. In this role the CSS 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 CSS partners with the Onboarding team, the Client Service team and the client. Proactively provides support to the Client Service team during service related issues or activities and owns the resolution of all complex client queries, as well as services and enhances the existing client experience by using independent judgment in meeting the various needs of the client.

The CSS Is an active participant in the post implementation support provided to cash management clients. Partners with relevant stakeholders to identify and support improvement opportunities with a high level impact on client experience and performance. Has experience as a key contributor for change management initiatives to drive adoption and higher proficiency among the team.

The CSS owns the end to end resolution of complex query including all related triage activities with clients as required. Drives the deployment of continuous improvements opportunities, polices and processes to improve operational effectiveness, efficiency and customer satisfaction (internal and external) The CSS is a member of the Client Service Complex Queries team responsible for solving all client queries and service requests that the 1st Line Client Service team requires assistance with while monitoring and tracking all client. interactions

Responsibilities:

  • Manages the client relationship for all clients via phone, email, online, and existing stakeholder / product channels

  • Provides cash management product support / service to clients and internal stakeholders including Account Opening, Lockbox service, and Limited Access Service

  • Performs client service reviews and provides service request dashboards to show overview of client interactions and issues raised/resolved; works with Client Service Professionals on the resolution of complex queries

  • Provides a highly personalized level of service and maintains a standardized process to store and file all customer documentation collected for new clients and post implementation maintenance requests

  • Completes fulfillment activities

  • Consults with customers in all aspects of servicing client requests and takes appropriate action to manage/retain the client while utilizing independent judgment

  • Provides support for continuous improvement initiatives and deployments to help role model, and drive adoption of best practices and provides leadership, training, coaching and support for continuous improvement deployments and drives adoption of best practices across functional area(s)

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Qualifications

  • Bachelor's Degree in a related field or equivalent

  • Minimum 5 years of relevant business experience

  • Client facing experience; strong background and interest in the fields of operations, Account Opening, Lockbox client service and compliance

  • Ablility to establish relationships and partner effectively with various groups including sales, service, operations, compliance, and marketing

  • Excellent planning, organization, analysis, and problem solving skills with a proven track record of delivering tangible results and high client service scores

  • Proactively communicate financial activity and relevant client matters as appropriate

  • Ability to multi task and implement and interpret policies; Ability to prioritize and resolve multiple inquires, and use independent judgment

  • Excellent verbal and written communication skills

  • Strong client service and organization skills. Able to work in a team environment and consult with clients

  • Prior cash management experience preferred

  • Proficient with the MS office package

Job : Commercial Products
Primary Location : Massachusetts-Dorchester
Schedule : Full-time
Job Posting : Jun 15, 2017, 2:36:08 PM

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO