WHAT YOU WILL BE DOING

With over 2.9 million customers and $64 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 http://www.santanderconsumerusa.com

We offer a comprehensive benefits package that includes medical, dental, vision and prescription drug coverage which you are eligible for on your date of hire. We also offer a minimum of 18 days of PTO (with additional days for professional development and volunteering), 11 paid holidays, tuition reimbursement, and a 401(k) plan with immediate company match of 100% of the amount you contribute, up to 6% of your eligible pay.

Job Description
USA Job Function Description: Responsible for the development, implementation and administration of Operations systems strategies in alignment to the execution of long and short term Operational objectives. Includes utilization of Predictive Dialers and IVR systems, etc.

Essential Functions/Responsibility Statements:

• Monitor day to day operations of Loan Servicing call management systems and escalate any issues to management

• Verify call routing logic for all departments from the toll-free numbers and IVR to detect possible call routing failures, invalid message scripts, and ensure overall call routing efficiency

• Supports the timely resolution of any issues

• Facilitate and operate the Predictive Dialer System

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 or equivalent work experience

Work Experience:

3+ years; Dialer Administration, Operations, Collections, Customer Service or related experience.

Skills and Abilities:

• Strong understanding and experience with dialer platforms, such as Aspect or Genesys

• Solid understanding of contact center operations concepts

• Working knowledge of Microsoft Excel, Microsoft Word and Microsoft Access

• Ability to analyze general trends in reporting and provide feedback to management

• Ability to represent the company in a professional and diplomatic manner while working with internal and external customers

• Demonstrates good judgment when making decisions about accounts for the Company

• Flexibility, adaptability, and acceptance of change in a dynamic financial environment

• Strong organizational and time management skills

• Strong verbal and written communication skills

• Strong attention to detail

Diversity & EEO Statements:

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions:
Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting 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 Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may 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 at any time for any reason.

Primary Location: North Richland Hills, TX, North Richland Hills

Other Locations: Texas-North Richland Hills,Texas-Austin

Organization: Santander Consumer USA Inc.