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Customer Contact Center Project Analyst
Rhode Island-East Providence

Job Opportunity

Customer Contact Center Project Analyst

Customer Contact Center Project Analyst-1800963

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.


Responsible for supporting and managing compliance and risk aspects of the business ensuring P&P's meet all regulatory, legal, and corporate and risk avoidance requirements. This includes oversight of compliance procedures, risk resolve process, analysis and change management of P&P's for regulatory changes, and ensures all compliance training and documentation requirements are complete.

  • Serves as point of contact for the compliance audit process, documentation of responses, and ensuring processes are in place along with the implementation and execution of improvement opportunities
  • Responsible for customer impacting Santander Direct Communications and will be responsible for preparation of communications for Santander Direct Weekly Update, Latest News and Urgent Communications
  • Ensure effective documentation and update of procedures and processes to drive efficiencies and first call resolution
  • Manages the paperless authentication process
  • Manages process improvement & customer experience type projects that will have an impact on improving the call handling process & procedures in SANDirect Docs & provides process flows & analysis and implementation of P&P
  • Responsible for management & preparation of customer impacting Communications, Agent and organizational Communications including weekly & urgent communications, i.e. the Training calendar Team Member Q&A Planned Outages, Did You Know reminders
  • 5 years of experience in customer service or a financial institution with at least 2 years of experience in management
  • Strong writing, interpersonal & project management skills
  • Results oriented, self-motivated, detail oriented, and have the ability to balance multiple assignments
  • Solid written presentations skills and presentation delivery skills
  • Strong working knowledge of compliance and risk
  • Ability to Influence and drive positive outcomes
  • Working knowledge of MS Office products and the Intra/Internet is required.
  • Technical skills should include literacy with personal computer software including info mapping , Excel , Word, PowerPoint,
  • Willingness to be flexible with schedule to meet the needs of the business


:Other Targeted Projects

Primary Location

:Rhode Island-East Providence



Job Posting

:Feb 12, 2018, 9:01:50 PM


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