WHAT YOU WILL BE DOING

With over 2.9 million customers and $64 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.

Founded in 1995, SC is headquartered in Dallas, TX and currently has over 6,000 Associates across various locations. 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 (with additional days for professional development and volunteering), 11 paid holidays, tuition reimbursement, and a 401(k) plan with immediate company match of 100% of the amount you contribute, up to 6% of your eligible pay.

USA Job Function Description: Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Essential Functions/Responsibility Statements:

• Collaborates with all internal and external departments to ensure effective problem resolution.
• Notifies leadership of recognized trends and opportunities to improve end-to-end business and customer service processes
• Manages less complex escalated issues from agents and works to resolution including customer follow-up.
• Identifies and assists managers in coaching and training opportunities to drive an improved customer experience.

Qualifications: 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.

Education: Bachelor's Degree or equivalent work experience

Work Experience: 3-5 years ;

Skills and Abilities:

• Demonstrated practical and theoretical knowledge of Customer Service principles/practices and conflict resolution.
• Strong problem solving and critical thinking skills.
• Strong MS Office (Excel, PowerPoint, Word, Visio, and Outlook) 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.

Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. 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.

Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights: Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.

Primary Location: Mesa, AZ, Mesa

Other Locations: Arizona-Mesa