Client Support Analyst

The Sr. Specialist, Client Support Analyst provides day-to-day support and service to assigned Santander clients via telephone, email and face-to-face communication. They enhance client relationships through services and products that meet the customers' needs. The incumbent answers client inquires and provides client education on Santander products and services. The Sr. Specialist, Client Support conducts follow up on all paperwork submitted to ensure it is completed accurately and in a timely manner by internal supporting departments. Handles daily customer requests via phone and/or system such as account opening, balance inquiries, wire processing. Perform 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 ICC reports and packets, attend weekly meeting and take 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 prepare 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.