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Job Details

CSC TIER 2 Support Specialist

Company name
Sovereign Bank

Framingham, MA

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CSC TIER 2 Support Specialist','1801028','!*!Description – External

This Specialist will serve as a universal resource to provide the highest quality service and support to the Soft Landing team and Manager. Demonstrates superior knowledge of Santander products and services including deposit, loans, credit cards and online banking. Ensures CSRs consistently adhere to bank policies and procedures, code of ethics and all Federal, State and local laws. Coaches the team to achieve customer loyalty in a service and sales environment thru reduction of customer effort, issue and problem resolution, and delivering service excellence. Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws. Handles escalated customer calls and sensitive issues. Provides expertise and support to less experienced reps via the phone. Takes ownership for complex customer issues and follow up. Identifies and addresses trends in customer service issues; identifies root cause and solutions and communicates as needed.


Assists with interviews, screens and hires Customer Service Representatives

Acts as a career coach, role model and mentor to staff to provide learning opportunities; conducts regular development discussions and assists with performance improvement with each employee

Consistently recognizes, acknowledges and rewards performance and contributions of staff

Motivates and cheers team to top performance and potential

Helps develop, document and sustain effective service processes within the department

Proactively suggests and implements with the Soft Landing Manager process improvements as needed

Monitors and maintains soft landing advisors compliance with banks compliance requirements and code of ethics

Regularly monitors and evaluates service performance to ensure first call resolution and quality standards are met or exceeded to create customer loyalty

Regularly reviews and analyzes team results. Assists with coaching team to goal achievement through direct observation, feedback, review of individual results, identification of development needs and plans for improvement

Coaches and supervises CSRs in all aspects of service to meet/exceed service, quality and sales goals, maximizing service opportunities for first call resolution, avoid risk and fraud, and identify and solve to customer needs','!*!Qualifications

High school diploma or equivalent

College degree preferred

2-3 years customer service experience preferably in a call center environment

Between 3 - 5 years of experience

Ability to take initiative and work in an unstructured environment

Excellent negotiation skills

Good organizational and planning skills

Great decision making skills

Strong communication skills, both verbal and written','Phone Channel','Massachusetts-Framingham','','Full-time','Feb 14, 2018','','false','CSC TIER 2 Support Specialist

Company info

Sovereign Bank
Website :

Company Profile
Access our current and historical news, and learn about our investment in our communities and our history. At Sovereign Bank, we are committed to:

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