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CCC Fulfillment Tm Mgr II

CCC Fulfillment Tm Mgr II-1702540

Description

As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits.  With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals.  Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.

Manages a team of Fulfillment Representatives who are responsible for supporting the four business lines (Santander Direct Sales, Santander Direct Service, Switch Center and Business Solutions) in three locations. Ensures that all customers monetary and account maintenance transactions requested via phone or internet are completed accurately and efficiently by the Fulfillment team members. Team is also responsible for ensuring timely and accurate opening of new deposit accounts initiated via the phone or internet. 

  • Completes annual Business Plan for department that is in line with the company's strategic vision; identifies areas for improvement; implements changes. CIP / OFAC contact for Santander Direct
  • Hires, retains, and rewards top performing fulfillment agents.,Provides miscellaneous documentation, emails, sprints, communications, payroll, manages vacation calendar etc
  • Develops and maintains departmental policies and procedures; documents and communicates changes
  • Partners with business line managers such as Central File, Savings Services, and Community Banking to identify and resolve issues with quality, workflow, etc
  • Works with Audit Services on annual compliance audit
  • Conducts biweekly team meetings.
  • Conducts staff performance evaluations and regular development discussions; implements development / corrective action plans as required
  • Supervises and coaches a team to ensure compliance to all department policies and procedures
  • Evaluates team members work & productivity levels utilizing a Quality Scorecard to ensure optimal results
  • Consistently provides feedback & recognition

Qualifications

  • Bachelors Degree preferred or equivalent work experience
  • Minimum of 5 years experience in customer service management required, preferable in a call center environment
  • Ability to build strong relationships with business partners, leaders, and agents
  • Ability to lead and motivate others
  • Strong supervisory skills
  • Ability to work independently
  • Strong sense of ownership
  • Good organizational and planning skills
  • PC skills - Windows, Word, Excel
  • Strong verbal and written communication skills

Job

:Fulfillment

Primary Location

:Rhode Island-East Providence

Schedule

:Full-time

Job Posting

:Mar 20, 2017, 4:40:29 PM

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO

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