Santander’s Commercial Banking Division is an active provider of capital, treasury management and risk management solutions to thousands of small and mid-sized companies in the northeast and across the country. We also have expertise and provide service to specific industry sectors including real estate, asset based lending, energy, education, health care and government. Our clients rely on the strength of Santander’s balance sheet and the degree to which our relationship managers understand their businesses in order to develop the most relevant and compelling solutions. In addition, Santander’s significant international presence in regions around the world uniquely positions us to help companies grow their business, both near and far.
Summary
The Client Support Representative provides day-to-day support and service to assigned Santander clients via telephone, email and face-to-face communication. S/he identifies opportunities to enhance client relationships through services and products that meet the customers’ needs. The incumbent answers client inquires and provides client education on Santander products and services. The Client Support role conducts follow up on all paperwork submitted to ensure it is completed accurately and in a timely manner by internal supporting departments.
Duties & Responsibilities
Assists Loan Officers and customers with copies, transaction histories, copies of cancelled checks, pull statements, print-outs, account transfers, payments, requesting payoff letters etc.
Assists in maintaining current evidence insurance in credit files
Assists with Compliance requested items during exams to gather data / files
Handles daily customer requests via phone and/or system such as account opening, balance inquiries, wire processing
Perform advances, transfers, payoffs and pay downs on loans
Maintains bankruptcy log and prepare files for attorneys
Meets expectations set for compliance testing related to government banking regulations.
Prepares and distributes weekly ICC reports and packets, attend weekly meeting and take minutes
Processes payment invoices through Concur
Recognizes cross sales and retention opportunities
Supports Relationship Managers by answering calls, preparing packages, data entry, tracking vendor invoices and gathering information to resolve issues or complete projects
Troubleshoots and investigates customer issues and onboard new clients
Types correspondence as needed (commitment letters, general correspondence)
At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.
Bachelor’s Degree or equivalent work experience
0-3 years of experience in Microsoft Office (Outlook, Excel, and Word)
3-5 years of experience with customer service or business process
Ability to exercise sound judgment and make prudent decisions
Ability to identify and resolve exceptions and to interpret data
Ability to manage multiple tasks/projects and deadlines simultaneously
Ability to operate a wide range of office technology, such as operating a multi-line telephone system, computer, copier and fax machine
Being an active listener who is patient and asks appropriate questions when necessary
Exceptional communication skills (verbal, written, presentation, and interpersonal)
Fluid in adapting to and embracing change for themselves and with others
Proven customer service/relations skills
Strong analytical and problems solving skills
Primary Location: Philadelphia, Pennsylvania, United States
