Santander Bank, NA CSC Specialist II in Framingham, Massachusetts

CSC Specialist II - 1709421



Candidate is responsible for providing consistent high quality customer service to Santander’s consumer banking customers via the telephone. Accurately responds and educates customers on inbound service and sales inquiries. Strengthens the customer relationship, effectively identifies customer needs, resolves issues and provides an experience that creates the opportunity to recommend additional products and services. Candidate demonstrates a strong knowledge of Santander’s products and services including deposit, loans, credit cards and online banking. Responsible for completing all manual Online Banking and BillPay enrollments in a timely, efficient and accurate manner. Also manages resolution of problem enrollments and ensures that all manual enrollments are processed in a timely manner, meeting and/or exceeding service standards. Identify customer needs, service and product solution. Answers BillPay e-mails and assist in the telephone service queue when assigned. Drive customer loyalty and revenue growth through superior customer service, taking ownership of each enrollment or assignment to enhance the customer experience, build relationships. Ensures proper compliance with Regulation E, Privacy and Audit compliance. Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws.


  • Candidate responds to customer inquiries regarding mailings (i.e. statements, promotions, mortgage notices, escrow notices, etc.)

  • Coaches and supports new and less experienced Customer Service Reps transition and skill development

  • Presents information and conducts and facilitates meetings

  • Identifies and assesses customer needs beyond the immediate reason for contact; educates customers on bank products and services

  • Identifies need and provides product or sales recommendation to meet customer needs

  • Services more complex / high risk inquiries and transactions, has authority to process higher risk transactions

  • Candidate provides consistent superior quality customer service to internal and external customers that meet or exceed Santander’s standards

  • Candidate resolves customer inquiries in minimal amount of contact



  • High school diploma or equivalent. Minimum of 6 months customer service experience

  • Strong verbal communication & customer service skills, basic aptitude for math, proven ability to work w/ systems, accuracy in typing

  • Ability to adjust to a changing environment

  • Ability to educate customer on a service or product solution

  • Ability to empathize with a customer and take ownership of an issue

  • Ability to follow up on customer and commitments

  • Ability to make decisions and explain criteria and actions

  • Ability to present information or solution in clear concise terms

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

  • Ability to set customer expectations and explain to customer what is being done to resolve an issue

  • Bilingual specialty skill desired (Spanish and English)

  • Candidate has proven Customer Service skills and ability to work in a fast paced changing environment

  • Candidate has strong communication skills and ability to present information clearly and professionally

  • Candidate has superior knowledge of Santander products, services, policies, procedures and systems and ability to communicate them clearly and simply to customers

  • Candidate manages time effectively

  • Complete knowledge of Santander products, policies and procedures

  • Complete knowledge of Sovereigns products, policies and procedures

  • Demonstrates ability to identify suspicious, red flag, high risk or fraudulent activity

  • Demonstrates analysis and problem solving skills

  • Demonstrates high level of professionalism; actively attends meetings and conveys understanding of comments and questions of others; listens well in a group

  • Encourages and empowers others to achieve; creates enthusiasm, a feeling of investment, and a desire to excel

  • Excellent organizational and multi-tasking skills required

  • Flexibility in schedule

  • Generates new ideas; goes beyond the status quo; recognizes the need for new or modified approaches; brings creativity to the job

  • Positively asserts own ideas and persuades others; gains support and commitment from others; mobilizes people to take action

  • Responds well to personal development and feedback, demonstrates a willingness to learn

  • Shows ability to confirm and check for understanding of communication

  • Speaks clearly and expresses self well in groups and in one-to-one conversations; articulates thoughts, ideas and solutions clearly; shows ability to simplify complex issues

  • The ability to navigate Santander system to collect information and data needed to identify and assess needs and or diagnose service issues

Job : Retail Products Branch
Primary Location : Massachusetts-Framingham
Schedule : Full-time
Job Posting : Mar 13, 2018, 1:11:41 PM