Sr. Specialist, Customer Advocacy and Resources Education

About the role

The Sr. Specialist, Customer Advocacy and Resources Education plays a crucial role in supporting auto loan customers facing long-term hardships. They provide personalized solutions and education to help these customers manage their loans effectively.

Responsibilities

• Work with auto loan customers experiencing hardships through various communication channels.
• Take a consultative approach to assist customers with their current auto loan.
• Evaluate customer information to determine the best course of action for loan modification and assistance.
• Break down complex loan concepts into understandable terms for customers.
• Thoroughly document conversations and highlight key points.
• Act as the primary point of contact for customers enrolled in CARE Team programs.

Requirements

• Bachelor’s Degree in a related field or equivalent experience.
• 3+ years of customer advocacy or service experience.
• 3+ years of background in a consultative field such as education, customer advocacy, counseling, social work, relationship management, retention specialist, legal assistant, or similar roles.

Qualifications

• Strong interpersonal and communication skills to build trust and resolve customer issues.
• Ability to analyze conflicts and provide effective solutions.
• Excellent customer service skills, including follow-up to ensure issue resolution.
• Knowledge of auto loan products and account modification tools.
• Ability to maintain composure under pressure and multitask.

Skills

• Excellent communication skills, both verbal and written.
• Ability to navigate computer applications during phone calls.
• Strong problem-solving and critical thinking skills.

Benefits

At Santander, we offer a comprehensive benefits package that includes:

• Competitive base pay ranging from $45,750 to $79,000 annually.
• Flexible work arrangements.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Retirement savings plans.
• Employee assistance programs.
• Professional development opportunities.

Pay

The base pay range for this position is $45,750 to $79,000 annually.

Schedule

Hours are flexible and depend on the location.