Client Support Analyst

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Client Support Analyst position plays a vital role in delivering a world class client service experience to our clients. In this role you will be dedicated to providing an outstanding customer journey and will have the opportunity to develop a skill set and knowledge base in a fast paced and engaging environment.

Our Client Support Analysts partner with the Origination teams (RM's/RO's/TSO's/CMSA’s) and the client. Proactively provides support to the Onboarding team during new client acquisition activities and resolving complex issues. Services and enhances the existing client experience by using independent judgment in meeting the various needs of the client. Is an active participant in the onboarding of all new and existing clients. Partners with relevant stakeholders to identify and execute performance improvement opportunities with a high-level impact on client experience and performance. Assists in the deployment of continuous improvements opportunities, polices and processes to improve operational effectiveness, efficiency and customer satisfaction (internal and external). This role is a member of the 1st line client service team responsible for solving 75% of all client queries while monitoring and tracking all client interactions.

• Handles the client relationship for all clients via phone, email, online, and existing stakeholder / product channels.

• Troubleshoots and investigates customer issues, working with Operations and onboard new clients.

• Provides passwords, demos, scanner installs and provides client service to internal and external clients.

• Performs pricing analysis, schematics, demos; works with Client Service Onboarding specialists and Origination teams to initiate exception pricing requests.

• Maintains Service Activation requests for existing clients: tracks service activation/maintenance, obtains customer documentation, and appropriate risk approvals, supports vendor testing and activations with business partners; validates end results. Completes fulfillment activities.

• Consult with customers in all aspects of servicing client requests and takes appropriate action to manage/retain the client while utilizing independent judgment.

• Provides leadership, training, coaching and support for continuous improvement deployments and drives adoption of best practices across functional area(s).

What You Bring:
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.

• Bachelor's Degree or equivalent work experience. - Required.

• 3 years of Customer service, Business process, or Project Management experience.

• Experience with Microsoft Office (Outlook, Excel, and Word).

• Prior cash management experience strongly preferred.

• Proven customer service/relations skills; strong background and interest in the fields of operations and compliance

• Exceptional communication skills (verbal, written, presentation, and interpersonal)

• Proactively communicate financial activity and relevant client matters as appropriate

• Strong analytical and problems solving skills

• Being an active listener who is patient and asks appropriate questions when necessary

• Able to establish relationships and partner effectively with various groups including sales, service, operations, compliance, and marketing

• Able to work in a team environment and consult with clients

• Ability to prioritize and resolve multiple inquires, and use independent judgment

Certifications:

• No Certifications listed for this job.

It Would Be Nice For You To Have:

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
• Experience in Microsoft Office products.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Link to Santander Benefits:

Santander Benefits - 2025 Santander OnGoing/NH eGuide (foleon.com)

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement:

At Santander, we value and respect differences in our workforce. 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 is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

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 your employment at any time for any reason.

What To Do Next:

If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs.

Primary Location: Providence, RI, Providence

Other Locations: Rhode Island-Providence

Organization: Santander Bank N.A.