Sr. Specialist, Customer Advocacy and Resources Education

Sr. Specialist, Customer Advocacy and Resources EducationCountry: United States of America It Starts Here: Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. If you are interested in exploring the possibilities We Want to Talk to You! The Difference You Make: The Sr. Specialist, Customer Advocacy and Resources Education is responsible for working with auto loan customers through various communication channels, who are experiencing long term hardships due to life circumstances, illness, bereavement, or other unforeseen circumstances. Based on past actions and future need of the customer, s/he will take a consultative approach in assisting them with personalized solutions to assist with their current auto loan. A successful CARE Team member will balance active listening, have empathy for our customers most in need of assistance, and be able to relate back how the resources we provide will impact their loan. The goal of the CARE Team is to ensure that we advocate and support customers most in need of assistance and provide education to help them get back on track and achieve their financial goals. Communicate in an empathetic manner while obtaining all required information and provide exemplary customer service in a consultative fashion, whether over the phone, through email or other means of virtual communication. Evaluate information provided by a customer to determine the best course of action. Apply detailed knowledge of available loan modification and assistance tools and eligibility to provide the most appropriate solution to the customer. Break down c