Customer Support Specialist

With over 2.8 million customers and $54 billion in managed assets, Santander Consumer USA (NYSE: SC) is a full-service, technology-driven consumer finance company focused on vehicle finance and third-party servicing. Additionally, operating as Chrysler Capital we provide full-spectrum automotive finance for Chrysler Group dealers; direct-to-consumer lending solutions; plus fleet, lease, floorplan and business lending solutions. We are committed to providing excellent service to our customers, our people and our community by placing our Simple, Personal, and Fair values at the center of everything we do. Founded in 1995, SC is headquartered in Dallas, TX, and currently has over 6,000 Associates across various locations. For more information visit

We offer a comprehensive benefits package that includes medical, dental, vision, and life insurance, prescription drug coverage, short and long term disability, many of which you are eligible for on your date of hire. We also offer at least 18 days of vacation plus 10 paid holidays, tuition reimbursement, 401(k) with company match of 6% and volunteer PTO time.

Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Collections

Accountable for the day-to-day support of consumer loan and lease accounts in all stages and statuses in order to ensure that payments are received in a timely manner and to minimize losses. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Sr. Representative, Auto Loan & Lease Collections is responsible for partnering and collaborating with mid and late stage delinquent consumer borrowers and arranges payment plans to correct delinquent loan situations as they arise, ensures that payments are received in a timely manner to minimize losses.

Essential Functions:
  • Initiates contact with customers or agencies in an effort to negotiate recovery of collateralized balances.
  • Independently evaluates each loan and determine the best course of action for the customer in resolving the problem permanently.
  • Independently negotiates with the customer on repayment schedules deferrals, and write- offs.
  • Ensures all accounts in the specialists queues are worked daily.
  • Successfully utilizes all collection tools provided by management, including, but not limited to, extensions, hardship modifications, reinstatements, and repair claims to make the best business decision for Santander Consumer USA Inc. and the customer.
  • Collects delinquent consumer accounts in accordance with collection policies maintaining compliance with state and federal Fair Debt Collections Practices.
  • Maintains current knowledge of regulations, industry trends, and economic conditions that may affect the collections function.
  • Makes effective use of Prime Time calling periods.
  • Ensures that payments are received in a timely manner to minimize losses.
  • Meets monthly standards and expectations for potential losses, delinquency, charge-offs, and clearing ratios
  • Partners and collaborates with delinquent consumer borrowers, arranges payment plans to correct delinquent loan situations as they arise.
  • Performs additional duties as requested, needed, or assigned.
Other Functions:
  • Other duties as assigned.
Requirements:
  • Education -
    • Bachelor s degree preferred; equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience -
    • 3-5 years Collections experience.
  • Skills & Abilities -
    • Broad knowledge of collection policies and procedures and the Fair Debt Collection Practices Act (FDCPA).
    • Broad understanding of the repossession/charge-off processes.
    • Flexibility, adaptability, and acceptance of change in a dynamic financial environment.
    • Ability to perform basic arithmetic calculations.
    • Accurate data entry, typing and ten-key skills.
    • Strong customer service skills.
    • Ability to maintain poise under pressure.
    • Strong verbal and written communication skills.
    • Ability to maintain confidentiality at all times.
    • Strong negotiation skills.
Competencies:
  • Collaboration - Conflict Management:
    • Foundational - Learning and Developing
      • Demonstrates concern for treating people fairly and equitably
  • Customer Focus - Customer Satisfaction:
    • Foundational - Learning and Developing
      • Demonstrates the organization s customer service standards
  • Customer Focus - Customer Understanding:
    • Foundational - Learning and Developing
      • Actively seeks information to understand customer needs
  • Customer Focus - Issue Ownership:
    • Foundational - Learning and Developing
      • Responds promptly to customer inquiries
      • Takes responsibility for issues and, with assistance, works to find a solution
  • Risk Business Acumen - Product Knowledge:
    • Foundational - Learning and Developing
      • Has basic understanding of organization s flagship products and services
      • Can identify the risk return of products and services
  • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Foundational - Learning and Developing
      • Learns about and diligently follows established risk management policies, processes and procedures
Working Conditions:
  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.
Employer s Rights:
  • This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
Associated topics: front desk, help desk, network, support analyst, technical, technical support, technical support specialist, technician, technician ii, technician iii