Santander Bank, NA Central Claims Spec II in East Providence, Rhode Island

Central Claims Spec II - 1803868



Receives and places calls concerning claims on disputed card transactions, as well as accurately and efficiently processes claims in accordance with Regulation E, MasterCard and Visa policies and Bank policies and procedures. The Specialist participates in a team effort to minimize the bank and customers exposure to losses resulting from fraudulent or unauthorized transactions on cards and related accounts. Demonstrates extensive knowledge of Sovereigns products/services and of Regulation E. Identifies customer’s needs, analyzes and recommends best course of action that will meet those needs; identifies and understand red flags; delivers superior customer service, taking ownership of each call to enhance the customer experience. Drives customer loyalty in a service environment, adheres to bank policies and procedures, code of ethics and all Federal, State and local laws.


  • Assist new hires, explaining disputes process and providing coaching as needed

  • Assists in miscellaneous activities as directed by the Claims Team Manager

  • Provide support to the Claims Team Manager

  • Follow-up with customers, calling back to obtain required documentation, ensuring required documentation is returned

  • Accurately and efficiently processes customer card claims, investigating and analyzing them in accordance to applicable laws and regulations

  • Collect sufficient information in order to process and provide research and analysis of card claims

  • Processes customer credits, charge-offs and chargebacks and representments in accordance with Regulation E, Master Card, Visa, and associated Bank policies, calculating processing fees and interest rates



  • At least 3 Years in banking or financial industry

  • Compliance/Disputes experience a plus High School Diploma, Bachelor’s Degree or equivalent work experience preferred

  • Minimum of 3 years customer service experience require

  • Ability to diffuse customer concerns and present options and alternatives, providing clear and concise explanations, instructions and expectations

  • Ability to handle multi-task, and demonstrate time management and prioritization, persevere and achieve goals

  • Experience in MS Office - Word, Excel, PPT Strong verbal and written communication skills

  • Knowledge of Regulation E, MasterCard and Visa policies and bank policies and procedures

  • Proven track record of meeting/exceeding all goals

  • Strong analytical skills and strong organizational skills

  • Strong decision-making ability and ability to work in a fast paced team environment

  • Superior listening and problem solving skills; ability to research and analyze facts; ability to recognize and understand red flags“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”

Job : Card & ATM Operations
Primary Location : Rhode Island-East Providence


Organization : Consumer & Business Banking (1001)
Schedule : Full-time
Job Posting : Jun 11, 2018, 6:02:54 PM