Manager, Complaints ManagementNorth Richland Hills, United States of America
WHAT YOU WILL BE DOING
With over 2.9 million customers and $64 billion in managed assets, Santander Consumer USA (NYSE: SC) is a full-service, technology-driven consumer finance company focused on vehicle finance and third-party servicing. Additionally, operating as Chrysler Capital we provide full-spectrum automotive finance for Chrysler Group dealers; direct-to-consumer lending solutions; plus fleet, lease, floorplan and business lending solutions. We are committed to providing excellent service to our customers, our people and our community by placing our Simple, Personal, and Fair values at the center of everything we do. Founded in 1995, SC is headquartered in Dallas, TX and currently has over 6,000 Associates across various locations. For more information visit http://www.santanderconsumerusa.com
USA Job Function Description:
Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.
Essential Functions/Responsibility Statements:
Oversees and manages associates to ensure coaching and development are in line with departmental goals, as well as corporate objectives.
Mitigates Legal Exposure by ensuring escalated issues are resolved comprehensively in an efficient manner.
Analyzes departmental data to suggest potential changes in systems, procedures, and training.
Demonstrates exemplary customer service behaviors for both internal and external customers.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's Degree or equivalent work experience
5-9 years ; Finance, Customer Excellent, Complaints Management or related experience.
Skills and Abilities:
Advanced understanding of company policies and procedures and be familiar with all applicable regulations
Working knowledge of state and federal auto lending regulations.
Working knowledge of Customer Service/Customer Excellence best practices, identification, resolution and implementation.
Strong conflict resolution skills.
Ability to build relationships and trust with team members and customers.
Ability to develop goals and consistently seek learning opportunities in order improve.
Ability to convey a sense or urgency and drive.
Diversity & EEO Statements: 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.
Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.
Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.
Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.
Primary Location: North Richland Hills, TX, North Richland Hills
Other Locations: Texas-North Richland Hills
Organization: Santander Consumer USA Inc.
AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO
Maternity leave coaching
Backup child care
Short term disability
We’re Santander US, and we’re wholly owned by Santander Group, a global financial institution that serves more than 150 million customers worldwide. Here in the United States, we employ more than 14,000 people and serve more than 5 million customers through our businesses: