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Manager, Customer Advocacy & Resources Education

Santander Holdings USA Inc

Location: Tampa, Florida
Type: Non-Remote
Posted on: April 30, 2021
This job is no longer available from the source.
Description
The CARE Team Manager will lead a team of customer advocates, support the department goals and ensure that individual team members are able to deliver personalized solutions to customers experiencing long term hardships due to life circumstances, illness, bereavement, or other unforeseen circumstances. A successful CARE Team Manager will balance individual development needs of their team members and implementing business strategies that improve the customer experience. The goal of the CARE Team is to ensure that we advocate and support customers most in need of assistance and provide education to help them get back on track and achieve their financial goals.
Essential Functions:
• Provides ongoing development, leadership, coaching and training to CARE Team Members.
• Maintains ongoing communication with leadership and business partners regarding escalated issues, trends, and any information that will allow SC to continue to improve the customer experience.
• Coordinates and manages the implementation of initiatives impacting customers and the CARE Team.
• Nurtures a collaborative environment within the CARE Team department and fosters internal relationships business partners to ensure customer needs are met efficiently.
• Acts as a role model and fosters an environment of continuous improvement, educating self and others, customer first approaches to work, and individual development.
• Maintains a working knowledge of SC’s loan modification and assistance tools and eligibility for these programs to help ensure that CARE Team members are providing effective solutions.
• Provides in the moment coaching and regular check ins with team members to support department objectives and quickly identify performance gaps.
• Analyzes data and regular reporting to identify trends and opportunities to improve efficiency and procedures, bringing forward key takeaways, root cause and potential solutions.
• Maintains employee record systems, including time keeping, performance feedback systems, disciplinary action, etc.
• Responsible for hiring, coaching and development of the team, driving continuous improvement of talent and identifying and filling any gaps within the team.
About Santander Consumer: With over 3.1 million customers and $60 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. For more information visit http://www.santanderconsumerusa.com
We offer a comprehensive benefits package that includes medical, dental, vision and prescription drug coverage which you are eligible for on your date of hire. We also offer a minimum of 18 days of PTO, 10 paid holidays, tuition reimbursement, 401(k) with immediate company match of 6% and volunteer PTO time.
Qualifications:
Education -
• Bachelor's Degree: Business, Finance or equivalent field.
• or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
Experience -
• 5-9 years Auto Finance preferred or relevant experience to CARE Team and customer advocacy objectives
• 2-5 years leadership experience
Skills & 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 of urgency and drive.
• Ability to make effective decision making on complex matters.
• Ability to multi-task and meet strict deadlines.
• Ability to lead, influence and direct peers, subordinates and management.
• Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.
• Ability to analyze risk and design efficient control practices to minimize risk.
• Ability to adjust to new developments/changing circumstances.
• Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems.
• Excellent interpersonal, supervisory, and customer service skills required.
• Excellent written and verbal communication skills