Description: Responsible for client relationships, including attracting and retaining new clients and strengthening current relationships.
Activities include maximizing cross-sales opportunities through customer profiling with the ultimate goal of cultivating interest in other business banking products.
Provides support to help clients coordinate solutions, manage accounts, obtain advice and administer services.
Ensures customer questions and issues are answered correctly and efficiently by documenting and identifying trends in customer service needs.
Resolves and oversees customer issues surrounding consulting, information, and software services, solutions and products.
Essential Functions / Responsibility Statements: Put the customer at the center of everything you do, deepen relationships and make connections during every interaction.
Engage customers through proactive, outbound calling for both service and relationship deepening opportunities.
Assess customer needs by being genuinely curious, asking questions, and identifying opportunities to help achieve their financial goals today and in the future.
Be the expert on Santander products and services and be able to articulate the benefits that will help customers based on their need.
Independently manage a portfolio comprised of both High Value consumer clients and Small Business customers with annual revenue up to $MM.
Recommend the best needs-based solution; deliver solutions directly as well as introduce key partners (i.e., Investment, Mortgage, etc.)
when appropriate.
Participate in joint calling with Product partners to generate and deepen relationships with business customers.
Build trust and deliver solutions by setting expectations and meeting commitments.
Develop relationships with new and existing customers by maintaining contact through early engagement calls and regular outreach to portfolio customers.
Deliver an outstanding customer experience in every interaction.
Ensure timely follow up and escalate for resolution when appropriate.
Ensure compliance with all bank policies, procedures and regulatory requirements.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: Bachelor's Degree in Business Management, Finance, or equivalent field (Required) Work Experience: Years of experience in a customer-facing environment, including a minimum of + years in Financial Services with direct experience acquiring new client relationships and developing existing client relationships.
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