Client Support Analyst

Santander Bank - Huntingtn Sta, NY

Full-time

Hybrid - Huntingtn Sta, NY

Credit Intermediation and Related Activities

About the position

The Client Support Analyst role at Santander Bank involves providing essential support to customers and Relationship Managers by handling daily requests, troubleshooting issues, and assisting with various banking operations. This position requires strong customer service skills and the ability to manage multiple tasks effectively in a hybrid work environment.

Responsibilities

• Handles daily customer requests via phone and/or system such as account opening, balance inquiries, wire processing.
• Performs advances, transfers, payoffs, and pay downs on loans.
• Troubleshoots and investigates customer issues and onboard new clients.
• Supports Relationship Managers by answering calls, preparing packages, data entry, tracking vendor invoices, and gathering information to resolve issues or complete projects.
• Prepares and distributes weekly reports and packets, attends weekly meetings, and takes minutes.
• Assists Loan Officers and customers with copies, transaction histories, copies of cancelled checks, pull statements, print-outs, account transfers, payments, requesting payoff letters, etc.
• Types correspondence as needed (commitment letters, general correspondence).
• Maintains bankruptcy log and prepares files for attorneys.
• Assists with Compliance requested items during exams to gather data/files.
• Processes payment invoices through Concur.
• Assists in maintaining current evidence insurance in credit files.
• Recognizes cross sales and retention opportunities.
• Meets expectations set for compliance testing related to government banking regulations.
• Back-up on onboarding (KYC and CDD).

Requirements

• Bachelor's Degree or equivalent work experience.
• 3-5 years of customer service, business process, or project management experience.
• 0-3 years of experience with Microsoft Office (Outlook, Excel, and Word).
• Proven customer service/relations skills.
• Exceptional communication skills (verbal, written, presentation, and interpersonal).
• Ability to manage multiple tasks/projects and deadlines simultaneously.
• Ability to identify and resolve exceptions and to interpret data.
• Strong analytical and problem-solving skills.
• Active listening skills with patience and appropriate questioning.
• Ability to operate a wide range of office technology, such as a multi-line telephone system, computer, copier, and fax machine.
• Ability to exercise sound judgment and make prudent decisions.
• Fluid in adapting to and embracing change.