Description
The Work Coordinator, Customer Advocacy and Resources Education provides operational support by developing and maintaining reporting, planning work assignments, and identifying trends and solutions to maximize efficiency and 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. This role aids in the department goal by ensuring knowledge is shared with the team and leadership in a timely and meaningful way, and by identifying inefficiencies and offering solutions.
Essential Functions:
• Develop and maintain reports to monitor account status and identify operational trends and possible deficiencies.
• Assigns work to CARE Team Members
• Distributes reporting to ensure team members have the information required to operate effectively.
• Monitors daily account activities and reporting to prevent breach of internal SLA’s and regulatory standards.
• Develops operational dashboards and identifies metrics that provide relevant and valuable information to internal and external stakeholders.
• Analyzes data, escalates trends to leadership team, and helps identify root cause and solutions.
• Maintains knowledge of available loan modification and assistance tools and eligibility.
• Completes special projects or other work as assigned.
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 preferred
• Equivalent work experience
Experience:
• 5-9 years in Auto Finance, with progressive experience relating to customer and account services and data analytics.
Skills and Abilities:
• Demonstrated data analysis, data presentation, and data development skills.
• Advanced knowledge of SQL and database queries
• Ability to communicate at all levels with clarity, poise, maturity and precision both written and verbal.
• Advanced knowledge of statistical applications within Financial Services to interpret data requests and identify data analytics opportunities.
• Ability to multi-task and adhere to deadlines.
• Ability to adapt to rapidly changing business environment.
• Ability to adjust to new developments/changing circumstances.
• Ability to influence others.
• Ability to lead and coach junior level professionals.
• Ability to interact with all levels of employees, including senior level management.
• Ability to maintain and report on confidential information in an appropriate manner.
• Strong Project Management skills.
• Strong problem solving and analytical skills.
• Strong attention to details and can analyze information quickly.
• Excellent written and verbal communication skills.