Associate, Small Business & Consumer Operations

Associate, Small Business & Consumer Operations

Country: United States of America

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Associate, Small Business & Consumer Operations performs installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Investigates and settles customer service issues. S/he makes decisions related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and requires an in-depth understanding of how organization capabilities interrelate across the function or segment. Implements strategic plans, drives goals and objectives, and improves performance.

****This is a Hybrid position located in Quincy, MA*****

• Acts as a subject matter resource for the team.
• Assists with training/coaching of new hires.
• Provides input into functions strategy.
• Executes varied and complex transactions/processes utilizing standard procedures.
• Has specific responsibility for one or multiple specialized products or functional areas.
• Has responsibility for larger, more complex or sensitive assigned accounts or portfolio.
• Processes and/or reconciles varied and complex transactions in accordance with established policies and procedures.
• Partners with internal and/or external business partners to route communications, documents or other action items to complete transactions.
• Identifies and resolves exceptions; escalates appropriately.
• Ensures the appropriate materials and documentation are available to complete transactions.
• Provides responses and documentation to inquiries and ad hoc requests. Completes research and provides feedback on workflow and work received.
• Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures.

What You Bring:

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: Finance, Business or equivalent field. - Required.
• 5+ Years Experience in a consumer operations environment. - Required.
• Knowledge of major functional processes and associated operating requirements; ability to apply this knowledge appropriately to diverse situations.
• Knowledge of and ability to bring a reported problem to successful resolution.
• Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.
• Knowledge of and ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency.
• Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.
• Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
• Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
• Excellent verbal and written communication skills.
• Demonstrated proficiency with Microsoft office suite with emphasis on Outlook, Word and Excel usage or compa