Santander US Lead Process Fulfillment, Titles in Centennial, Colorado
Supports the department by using their knowledge and best practices to promote improved customer interactions. S/he interacts directly with team members, customers, and leaders to act as an escalation point for knowledge gaps and customer calls.
Assist team by handling escalated calls and answering team member’s questions.
Supports employee development and promotes one call resolution by educating team members on the availability and use of tools and resources.
Escalates the recognition of universal or consistent knowledge gaps within team members to leaders.
Participates in and supports the implementation of process and procedure changes.
Efficiently execute worklist management by utilizing organization and time management skills.
Collaborates with all internal and external departments to ensure effective problem resolution.
Identifies innovative ways to evolve the department processes and further align with the needs of the customer while working with our support partners to achieve a great customer experience.
Uses established escalation path for customer complaints and routes calls based on company policy and procedure or uses best judgement to escalate based on potential company risk.
Assist managers with department floor coverage and by cultivating a positive work environment and promoting teamwork.
Maintains knowledge of process, relevant regulations, and company policies to ensure accuracy and consistency in communication to associates and customers
Special tasks or projects as assigned.
As a Lead, there is no responsibility for disciplinary action or formal coaching.
Compensation: $27.40 to $33.17 an hour
Benefits: Santander offers comprehensive benefits to its full and part-time employees who work more than 20 hours a week. Employees can choose from a number of benefit options including medical, dental, vision, supplemental life insurance, legal assistance and critical illness insurance. Santander provides eligible employees with certain core benefits at no cost including basic life and short and long term disability insurance, employee assistance program, paid time off, business travel accident insurance and many perks and discounts.
AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO