Senior Customer Service Representative - Fraud Detection and Resolution Expert

Join Our Team: Empowering Customer Service Excellence in Fraud Prevention

At Santander, we're committed to delivering exceptional customer experiences while fostering a culture of innovation and inclusivity. As a leading financial services organization, we're seeking a highly skilled and motivated Senior Customer Service Representative to join our team in the United States. In this role, you'll play a critical part in providing top-notch service to our customers, resolving complex issues, and driving sales growth while ensuring the highest standards of risk management and compliance.

About Us: A Culture of Excellence and Diversity

Santander is an equal opportunity employer that values and respects differences in our workforce. We strive to increase the diversity of our teams and actively encourage everyone to apply. Our company culture is built on a foundation of respect, empathy, and collaboration, allowing our employees to thrive and grow in their careers. We're committed to creating a work environment that's inclusive, flexible, and conducive to success.

Job Summary: Key Responsibilities and Expectations

As a Senior Customer Service Representative - Fraud, you'll be the first point of contact for our customers, providing expert assistance with product, service, or billing issues, account management, and transaction processing. You'll also be responsible for identifying and addressing potential fraud cases, ensuring compliance with company policies and regulatory requirements.

Essential Functions and Responsibility Statements

• Provide exceptional customer service, resolving inquiries and issues in a professional and composed manner, and escalating complex cases to the relevant teams as needed.
• Build strong relationships with customers, anticipating their needs and educating them on our products and services.
• Comply with company policies, risk management procedures, and regulatory requirements, ensuring the highest standards of compliance and risk mitigation.
• Identify customer needs and make recommendations for quality improvement, driving sales growth and enhancing customer satisfaction.
• Participate in team meetings, trainings, and operational duties, contributing to a collaborative and motivational team environment.
• Meet or exceed sales targets by influencing customers to learn about our products and services.
• Promote and adhere to company policies, code of ethics, and regulatory requirements.
• Share customer feedback and insights to improve our services and products.

Requirements: Education, Experience, and Skills

Education and Experience

To be considered for this role, you'll need a Bachelor's degree or equivalent work experience. While prior experience in financial services, customer service, or a goal-oriented environment is preferred, we're open to candidates with transferable skills and a strong work ethic.

Essential Skills and Abilities

• Strong communication and interpersonal skills, with the ability to connect with customers and colleagues.
• Adaptability and flexibility in a fast-paced environment, with a willingness to learn and grow.
• Analytical and problem-solving skills, with the ability to identify and address complex customer issues.
• Knowledge of risk management principles and regulatory requirements.
• Ability to work effectively in a team environment, collaborating with colleagues to achieve shared goals.
• Strong sales and customer service skills, with a focus on driving growth and enhancing customer satisfaction.

What We Offer: Career Growth, Compensation, and Benefits

At Santander, we're committed to supporting the career growth and development of our employees. As a Senior Customer Service Representative - Fraud, you'll have opportunities to:

• Develop your skills and expertise in customer service, sales, and risk management.
• Advance your career within the organization, with opportunities for professional growth and leadership development.
• Enjoy a competitive salary and benefits package, with a base pay range of $32,250 - $50,000 per annum.
• Work in a flexible, hybrid remote arrangement, with opportunities for work-life balance and flexibility.

Compensation and Benefits

Our compensation package includes a competitive salary, benefits, and perks that reflect our commitment to supporting the well-being and success of our employees. While the exact compensation may vary based on skills, experience, and location, we're committed to providing a fair and rewarding compensation package.

Take the Next Step: Join Our Team

If you're a motivated and customer-focused professional looking to drive success in a dynamic and inclusive environment, we encourage you to apply for this exciting opportunity. As a Senior Customer Service Representative - Fraud, you'll play a critical role in delivering exceptional customer experiences and driving business growth. Apply now and let's discuss how you can become a vital part of our success story.