Location Boston, United States Category Operations & Business Support Date posted 12/09/2020 Job ID 2002653
Apply for role
[POSITION SUMMARY] The Sr. Specialist, Universal Banking Operations performs the operations and service functions of the branch, including adherence to all security, reconciliation, monitoring and balancing policies and procedures. In addition, s/he identifies customer needs and refers financial products and services. The incumbent plays a vital role in delivering a quality customer experience, by working directly with the branch sales team to create an environment that demonstrates core behaviors that enhance and grow the branch.. S/he specializes in our branch customer experience through lobby management, transactions, and servicing for retail and business customers.[RESPONSIBILITY STATEMENTS]Adheres to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.,Completes branch currency ordering, and maintain negotiable inventory.,Effectively uses available resources for problem resolution, which may involve analysis of information received from Loan Processing, Deposit Operations, ATM, Reconcilement, Loss Management or Financial Intelligence Unit or other internal Santander departments.,Functions as the ATM Custodian, to include balancing.,Functions as the Vault Custodian.,Markets a full range of consumer and small business banking services to existing and potential customers through proactive techniques such as lobby leadership, outbound telemarketing calls, marketing campaigns, or in banking center events.,Participates in telemarketing and other banking center calling and marketing initiatives.,Performs sporadic cash counts for ATM and Service Associates.,Provides a variety of transactions for customers, including typical consumer transactions i.e., cashes checks and processes checking and savings account withdrawals and balancing duties, etc. while seeking opportunities to develop customer relationships and identify sales opportunities; utilizes basic sales techniques to deepen existing customer/prospect relationships.,Researches and resolves account problems in conjunction with branch management., Utilizes sales techniques to uncover customer needs and match to the organization's products and services; sells a full range of consumer and business products/services such as deposit accounts, loans, credit cards, and safe deposit boxes to meet or exceed established sales goals to support overall sales objectives.
[EDUCATION] H.S. Diploma;,or equivalent work experience; [WORK EXPERIENCE] 3-5 years; Experience in customer service, sales, call center and/or cash-handling along with branch operations experience. [SKILLS AND ABILITIES] Ability to function in a team environment,Ability to interact with customers, partners, vendors and team members in a professional and personable manner,Ability to maintain and balance a cash drawer,Ability, motivation and preference to succeed in a goal-driven environment,Basic knowledge of small business, mortgages, and lending services a plus,Basic understanding of personal finances and concept of budgeting,Comfortable making outreach calls to consumer or business customers and/or prospects,Comfortable with technology & i.e. smartphones, ipads, online banking, remote deposit capture, ATM deposits, etc,Decision-maker with well-developed interpersonal skills,Detail oriented and ability to follow established policies and procedures, Excellent verbal and written communication skills,Good organizational skills,Passion for customer service and helping people,Self-motivated with a demonstrated aptitude and desire for sales achievement,Strong commitment to personal growth, learning and success.,Superior customer relationship building skills [PHYSICAL DEMANDS] Minimal physical effort such as sitting, standing, and walking. [COMPETENCIES] Addresses customer?s requests, ensures concerns are recorded accurately and action is initiated appropriatelyMakes extra effort to satisfy customers needs and meet commitments,Assesses problem situations and initiates effective interventions that result in customer satisfactionTakes time to develop and maintain relationships with customers,Builds and maintains one?s network of contacts and resources and knows who to involve in problem resolution,Communicates in a timely and straightforward mannerProbes for additional information, clarifies assumptions and confirms agreed-upon actionsKeeps everyone involved informed about progress and issues,Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change Provides assistance and coaches less experienced team members,Follows through to meet commitments to others Takes responsibility for achieving strong results, despite balancing multiple complex demands,Understands rationale for change and adjusts schedules and tasks to make things workAnticipates and plans for changes in work schedules and assignments,Understands the relevant products and services and the markets in which they are sold and their risk return to the organizationCan identify and speak to major operational issues across the organization
Universal Operations Specialist, Causeway Street, Boston, MA-2002653