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Santander US Team Lead- Fraud Call Center in Framingham, Massachusetts

Team Lead- Fraud Call Center - 2002311



[POSITION SUMMARY] The Sr. Specialist, Fraud acts as a single point of contact to resolve customer and internal/external issues/escalations; supports training, special projects, quality control, and change management[RESPONSIBILITY STATEMENTS]Acts as a single point of contact to resolve customer and internal/external issues/escalations.,Applies deductive reasoning to provide customer solutions based on guidelines or procedures.,Assists with the review of existing policies and procedures, training documents and scripting.,Complies with all applicable federal regulations in decision making process.,Determines next action based on research results to mitigate fraud losses.,Escalates system problems to management.,Leverages technology to perform daily activities in systems.,Provides coaching to less experienced staff.,Provides constructive suggestions and implementation details for process improvements.,Provides exceptional service to internal and external customers, including support to all branches., Provides high value customer service for inbound queue line consistent with formal written functional procedures, meeting or exceeding defined department service standards.,Tracks data related to call escalations to ensure quality of customer service and adherence to department policy and procedures.



[EDUCATION] Bachelor's Degree; Business, Criminal Justice, Legal, Communications or equivalent field.,or equivalent work experience; [WORK EXPERIENCE] 3-5 years; Banking/Financial Services experience.,Fraud experience.,Prior call center experience. [SKILLS AND ABILITIES] Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.,Ability to change direction as project demand dictates.,Ability to effectively and clearly communicate instructions to others, summarize and articulate issues, and document findings in a clear and concise manner.,Ability to stay abreast of industry best practices, procedures, and techniques.,Ability to work independently as well as collaboratively within a team environment.,Demonstrated practical and theoretical knowledge of Customer Service principles/practices, Fraud identification and conflict resolution.,Excellent customer service skills including an ability to follow-up to ensure closure of issues.,Strong MS Office (Excel, PowerPoint, Word, Visio, and Outlook) skills.,Strong organizational and time management skills.,Strong problem solving and critical thinking skills., Strong verbal and written communication skills. [PHYSICAL DEMANDS] Minimal physical effort such as sitting, standing, and walking. [COMPETENCIES] Adapts quickly to change and makes suggestions for increasing the effectiveness of changeAppropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands,Assesses problem situations and initiates effective interventions that result in customer satisfactionTakes time to develop and maintain relationships with customers,Communicates in a timely and straightforward mannerProbes for additional information, clarifies assumptions and confirms agreed-upon actionsKeeps everyone involved informed about progress and issues,Communicates the importance and benefits of risk management to counterpartsDisplays natural skepticism and curiosity to question the status quo and uncover issuesAdheres to a good root cause analysis process,Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change Provides assistance and coaches less experienced team members,Follows through to meet commitments to others Takes responsibility for achieving strong results, despite balancing multiple complex demands,Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious,Probes in-depth to understand the customer?s business needsExplores and understands the customer's alternatives and decision criteria

Job : Customer Service
Primary Location : Massachusetts-Framingham-5 Whittier Street - 06365 - Whittier Street-Corp


Organization : SBNA Operations (5000)
Schedule : Full-time
Job Posting : Sep 16, 2020, 7:22:40 PM