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Santander US Specialist, Complaints Management in Mesa, Arizona


Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Customer Service

Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Specialist,Complaints Management is responsible for assisting customers in all areas of Customer Advocacy. S/he effectively diffuses and resolves customer disputes across all business units/processes, delivers best-in-class customer service, and appropriately escalates concerns when necessary.

Essential Functions:

  • Partners with loan operations and support departments to identify root cause of issues and solutions to increased levels of complex escalated complaints as evidenced by amount of research.

  • Delivers quality customer service experience focused satisfying the customer during the complaint resolution process.

  • Evaluates phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures and all state/federal laws.

  • Calibrates with peers and management on previous resolutions and calls to ensure accuracy of handling and process.

  • Cross ttrains in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions.

  • Maintains a comprehensive working knowledge of all systems, business processes, departmental issues, and policies and procedures.

  • Escalates all identified gaps and/or trends to leadership.

Other Functions:

  • Other duties as assigned.


  • Education -

  • Bachelor's Degree: Business, Finance or equivalent field.

  • or equivalent work experience: Equivalent combination of education and experience.

  • Experience -

  • 0-3 years Servicing/Originations role or related experience.

  • Skills & Abilities -

  • Proficient understanding of Auto Finance and/or related field.

  • Demonstrates proficiency in all complaint types and independently and thoroughly researches multiple subjects across multiple systems and departments.

  • Demonstrated experience in successfully addressing urgent high risk customer situations.

  • Displays conversational skill important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management.

  • Ability to identify complaints with potential regulatory impact.

  • Ability to take on additional projects and responsibilities as needed.

  • Ability to determine defects or errors in process or procedure.

  • Demonstrates ability to confirm and check for understanding of communication.

  • Ability to adjust to new developments/changing circumstances.

  • Ability to work in a fast paced, rapidly changing environment.

  • Ability to build and foster internal and external relationships.

  • Ability to educate customer on a service or product solution.

  • Ability to present information or solution in a clear and concise manner.

  • Ability to question, accurately identify a need and present an effective solution.

  • Ability to adhere to policies, procedures, and instructions of management.

  • Ability to work effectively as a team member.

  • Strong written and verbal communication skills.

  • Strong problem solving, influence, and negotiation skills.

  • Strong analytical and problem solving skills.

  • Ability to travel to multiple facilities.


  • Collaboration - Conflict Management:

  • Foundational - Learning and Developing

  • Demonstrates concern for treating people fairly and equitably


  • Customer Focus - Issue Ownership:

  • Foundational - Learning and Developing

  • Responds promptly to customer inquiries

  • Takes responsibility for issues and, with assistance, works to find a solution


  • Execution - Accountability:

  • Foundational - Learning and Developing

  • Maintains professional behavior at all times in representing the company

  • Does all routine work accurately and on-time; is aware of own impact on others


  • Influence - Two-way communication:

  • Foundational - Learning and Developing

  • Communicates clearly and precisely

  • Listens carefully and asks questions to clarify understanding


  • Problem Solving - Problem Identification:

  • Foundational - Learning and Developing

  • Defines issues accurately and identifies the critical components


  • Problem Solving - Resourcefulness:

  • Foundational - Learning and Developing

  • Accurately identifies resource requirements to solve basic problems


  • Problem Solving - Solution Definition:

  • Foundational - Learning and Developing

  • Collects data and relevant facts to communicate problems

  • Presents the general outline and direction of the solution


  • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:

  • Foundational - Learning and Developing

  • Learns about and diligently follows established risk management policies, processes and procedures


Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.

  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.

  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

  • The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.