[Hiring] Senior Specialist, Account Services @Santander

Role Description

Under the direct Supervision of the Partner Service Manager, the Partner Relations Specialist is responsible for managing daily issue resolution and providing administrative support for specific assigned Partners/Large Employers with money movement or audit risk. Takes ownership for providing communication plans and escalation tracking for proper internal and external visibility. This position also acts as a backup for Partner Service Managers for lower-level partner responsibilities.

• Acts as a Partner Subject Matter expert for assigned partners being internal and external support.
• Assist Partner Service Managers with critical needs and support to meet partner goals.
• Assist with managing, monitoring and identifying service trends based on file, intake, operational data.
• Identify scalable processes that will work across all of our partner relationships to meet or improve goals.
• Regularly review internal knowledge base content for consistency, quality, and ease-of-use for assigned partners.
• Gather insights from our support teams to identify trends and opportunities for improvement.
• Own the success and serve as point of contact for critical high risk partner tasks.
• Own Partner custom money movement processes with extreme detail to contractual obligations.
• Proactively monitors file processing and act as file expert for each Partnership we support.
• Responsible for daily ownership of Partner dashboard updates and necessary reporting to partners.
• Responsible for performing customized monthly processes per Partner which include critical decision-making responsibilities to assist in partner framework being successful.
• Escalate issues when appropriate and drives recovery efforts.
• Identifies systemic issues as they occur and works with Manager to rectify.
• Support Partner specific project work in reference to internal/external enhancements to improve our Partner experience.
• Other duties as assigned by Manager based on business need.

Qualifications

• High school diploma, GED: or equivalent work experience - Required
• 3+ years experience servicing partners and large employers
• 2+ years experience minimum with employee benefits, TPA’s or insurance carriers with preference to HSA/Notional products
• Ability to maintain confidentiality and professional demeanor while working with internal and external customers.
• Ability to demonstrate analytical capabilities.
• Advanced knowledge of PC applications including Microsoft Office.
• Ability to complete multiple concurrent tasks while meeting rigorous deadlines.
• Adaptability to prioritize workload and frequently transition between different focuses aligned with role and responsibilities.
• Utilize communication and problem-solving skills to effectively perform assigned assignments.
• Demonstrates flexibility and adaptability. Handles day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, and rapid change.
• Ability to work with a diverse work force and customer base.
• Flexibility to adjust work hours to meet business needs is required. Training schedules may occur outside of standard working hours, and regular work schedules may need to be modified as necessary to support operational demands and business priorities. This could include night and weekend hours on occasion.
• Excellent verbal and written communication skills.

Requirements

• Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

Benefits

• The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.
• Minimum: $44,250.00 USD
• Maximum: $71,000.00 USD
• Your contribution matters and it’s recognized. You can expect a fair and competitive rewards package that reflects the impact you create and the value you deliver.