Santander Bank, NA Customer Service Center - Bi-Lingual Specialist (East Providence) in East Providence, Rhode Island

Customer Service Center - Bi-Lingual Specialist (East Providence) - 1705840



As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.

Candidate is responsible for providing consistent high quality customer service to Santander's consumer banking customer via the telephone. Accurately responds and educates customers on inbound service, credit card 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. Demonstrates a strong knowledge of Santander's products and services including deposit, loans and credit cards. Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws. Also responsible for accurately and efficiently completing all manual


  • Provides consistent superior tiered customer service to internal and external customers that meet or exceed Santander's standards on basic and complex inquiries

  • Processes manual Online Banking and BillPay enrollments accurately and efficiently using semi-automated scripts

  • Answers e-mails and assists in the service

  • Attends and participates in meetings and activities, facilitates and leads sessions and proactively expands knowledge through communications and resources

  • Accurately identifies customer needs and provides product or sales solutions and recommendations

  • Identifies and assesses customer needs beyond the immediate reason for contact

  • Identify appropriate sales and product solution and answers Online Banking and BillPay service related inquiries completes maintenance requests in an accurate and timely manner

  • Coaches and mentor CSRs in training, transition and in skill development

  • Backs up team manager as needed

  • Acts as a role model/mentor to other team members

  • Educate Customers on Bank Products and Services



  • Demonstrated communication skills and experience in fast paced customer service & sales environment. Demonstrated interpersonal skills, ability to learn and adjust to a changing environment, proven ability to work and navigate multiple systems

  • Between 2 - 3 years experience in customer service

  • Ability to adjust to a changing environment

  • Ability to educate customer on a service or product solution, empathize with a customer and take ownership of an issue, to follow up on customer issue and commitments.

  • Ability to listen and interpret customer communication to identify needs, make decisions and explain criteria and actions, 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

  • Ability to set personal goals and manage time effectively

  • Bi-lingual specialty skill (Spanish and English)

Job : Retail Products Branch
Primary Location : Rhode Island-East Providence
Schedule : Full-time
Job Posting : Jul 21, 2017, 11:34:33 AM