Senior Concierge, Work Cafe, World Center, Miami, FL 2 Locations

Acts as first point of contact for consumer and business clients. Assists clients with resolving product, service or account issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions. Responsible for maintaining operational integrity.

• Adheres to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.

• Maintains forms / files in Work Café and sends documents monthly to analysts for testing.

• Performs sporadic ATM tests to check for performance.

• Maintains appropriate audit logs for the Work Café.

• Takes personal responsibility for delivering on Santander's and Work Café’s customer experience standards. Creates exceptional customer experiences with every interaction.

• Performs Concierge duties and acts as initial point-of-contact for all customers entering the Work Café and directs customers to the appropriate area in a professional and engaging manner.

• Is a self-service expert and proactively encourages customers to embrace digital products and services by explaining the benefits of using the available alternative channels.

• Supports Work Café Manager and Work Café Events Manager with specialized Work Café programming and events, including promotion and day-of activities (greeting, check-in, set up, clean up, etc.).

• Supports the promotion of the services provided, co-working, room booking and events aspects of the Work Café.

• Manages and coordinates all customer and colleague room bookings and ensures the rooms are welcoming and in good order before and after appointments.

• Support customers in the Work Café by acting as a key point-of-contact. Takes ownership of addressing customer inquiries by directing them to the appropriate Work Café area, facility, resource or business partner.

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:
Associate's Degree or equivalent work experience: Preferred

Work Experience:
3+ Years Proven retail branch experience. (Preferred)
1+ Years (Required)

Skills and Abilities:

• Broad knowledge of Company policies and procedures, services and products

• Extensive knowledge of branch operations and regulatory requirements

• Excellent cash-handling skills

• Good analytical and problem-solving skills

• Enthusiasm for creating an exceptional customer experience (greeting customers with a smile, learning their names, knowing the community, etc.)

• Passion for demonstrating and promoting digital products and services.

• Skilled in customer engagement and creating a sense of community in the space

• Displays a credible, trustworthy and professional image at all times

• Ability to manage multiple priorities

• Attention to detail, problem solving, and the desire to be pro-active

• Ability exercise flexibility and responsiveness

• Strong interpersonal, communication, time management and organizational skills

• Ability to comply with policies and procedures

• Strong computer knowledge and Windows skills required

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.

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.

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.