Associate, Operations

About the role

The Associate, Operations plays a crucial role in implementing, supporting, and managing various operations within Santander. This position involves handling client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Key responsibilities include investigating and settling customer service issues, implementing strategic plans, and ensuring accurate and efficient transaction processing.

Responsibilities

• Investigates and resolves customer service issues
• Makes decisions related to new/updated programs or large-scale projects
• Implements strategic plans and drives goals and objectives
• Improves performance and acts as a subject matter resource for the team
• Assists with training and coaching of new hires
• Provides input into functions strategy
• Executes varied and complex transactions/processes utilizing standard procedures
• Partners with internal and/or external business partners to route communications, documents, or other action items
• 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 to ensure completeness, accuracy, and compliance with established service levels and policies

Qualifications

• Bachelor’s Degree in a related field or equivalent demonstrated through a combination of work experience, training, military service, or education
• 5+ years of experience in an operations environment
• Knowledge of major functional processes and associated operating requirements
• Ability to apply 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
• Knowledge of and ability to design, implement, and evaluate standard operating procedures affecting daily and strategic business operations
• Understanding of the necessity and value of accuracy and attention to detail
• Understanding of the issues related to the decision-making process
• Excellent verbal and written communication skills
• Demonstrated proficiency with Microsoft Office Suite with emphasis on Outlook, Word, and Excel usage or comparable software application
• Previous exposure to various commercial lending finance products and structures
• Strong analytical, problem-solving, and decision-making skills

What You Bring

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education

What Else You Need To Know

• The base pay range for this position is $58,125.00 USD to $100,000.00 USD annually
• We value a strong risk culture and expect all employees to take a proactive and responsible approach toward risk management
• Santander is an equal opportunity employer
• We offer a comprehensive benefits package designed to support you, your family, and your well-being
• Our working conditions involve frequent minimal physical effort such as sitting, standing, and walking, and occasional moving and lifting light equipment and/or furniture

Risk Culture

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement

At Santander, we value and respect differences in our workforce. 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.

What To Do Next

If this sounds like a role you are interested in, then please apply. We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs.