USA Lead, Collections (139BO1)

USA Lead, Collections (139BO1)

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:

Accountable for the day-to-day support of consumer loan and lease accounts in all stages and statuses to ensure that payments are received in a timely manner and to minimize losses. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.
 

• Team Leads are responsible for providing quality and efficient customer service to our associates, management team and our customers. Team Leads are to be a support mechanism for the business and will be expected to maintain the expectations provided to them by their leadership as well as those below.
• Maintain a high level of respect and professionalism while assisting our customers, working with our agents, partnering with management or collaborating with peers.
• Provides continuous support for all agents. This will be done by assisting agents with using all available resources to solve problems prior to communicating the answers.
• Complete the required production time daily (4 hours phone time) and understand that there may be situations where production time will exceed the minimum, 4 hour timeframe. · Complete weekly Team Lead Checklist and submit to the manager sponsor. · Use appropriate judgement in upward communication regarding department or employee concerns.
• Provide feedback to management on training opportunities that may be needed for specific individuals or teams.
• Complete all required Team Lead trainings in a timely fashion, including all Harvard Management course as well as any HR related training sessions.
• Be an active participate in side by sides and learning opportunities that manager or AVP sponsors provide.
• Understand that each person has a different learning and communication style and it is important to recognize these as assistance is provided to the floor. This will ensure that all interactions will remain positive while assisting others.
• Keep an open line of communication with your direct leadership.
• Be a leader on the floor and set a positive example. Take full responsibility and pride in being a Team Lead for the business.

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: Business, Communications, Employee Relations or equivalent degree. Req
• Other Equivalent combination of education and experience may be substituted in lieu of degree. Req
• 3+ Years Customer Service, Collections or related experience Req
• Demonstrated practical and theoretical knowledge of Customer Service principles/practices and conflict resolution.
• Strong problem solving and critical thinking skills.
• Strong verbal and written communication skills.
• Strong organizational and time management skills.
• Excellent customer service skills including an ability to follow-up to ensure closure of issues.
• Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
• Ability to work independently as well as collaboratively within a team environment.
• Ability to stay abreast of industry best practices, procedures, and techniques.
• Ability to change direction as project demand dictates.
• Ability to effectively and clearly communicate instructions to others, summarize and articulate issues, and document findings in a clear and concise manner.

Certifications:

• No Certifications listed for this job.

It Would Be Nice For You To Have:

• Established work h