Complex Case Specialist - Special Programs

Santander Consumer USA Inc.; Wilmington (MA); On-site; USD 53,000 - 93,000; Full time

Job summary

Santander Consumer USA Inc. is seeking a Complex Case Specialist, Special Programs, to educate stakeholders on products, services, and complex case solutions related to pre-settlement matters.

You will work closely with channel partners to advance cases and deliver concierge-level support throughout the settlement process. This role requires strong analytical and communication skills, with the ability to manage high-value cases independently or in a team.

Qualifications

• Associates degree or equivalent experience required.
• Strong communication and sales support experience.
• Experience articulating services to multiple parties at a mediation table.

Responsibilities

• Proactively discuss, support and/or sell products and services to clients.
• Develop rapport with external stakeholders to provide concierge service on cases.
• Influence the settlement process with value-adds and complex case knowledge.
• Take ownership of high-value, complex cases from referral to conversion.
• Follow up regularly with settlement stakeholders by phone or email.
• Strategize with Business Development Managers to overcome objections to settlement and push cases forward.
• Convert referrals to members based on targets.
• Serve as a direct contact for channel partners as needed.
• Maintain understanding of trusts and benefits in each case.
• Attend settlement mediations or roundtable discussions as required.

Skills

Client relationships

Negotiation

Communication skills

Analytical thinking

Microsoft Office

Sales support

Education

Associate’s Degree in related field

Tools

Microsoft Office Suite

Job description

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Complex Case Specialist, Special Programs, provides expert support to channel partners and members by educating stakeholders on products, services, and complex case solutions. This role serves as a key point of contact for pre-settlement cases, offering specialized guidance on catastrophic injuries, benefit preservation, trusts, and objections to workers’ compensation and liability settlements. Working closely with internal and external stakeholders, the specialist helps advance cases through the settlement process while promoting the value of CareGuard’s professional administration services.

What you will do:

• Proactively discuss, support and/or sell products and services, and specific settlement needs with clients.
• Develop rapport with external stakeholders to provide a concierge level of service on cases and request new referrals.
• Influence the settlement process by offering value-adds and complex case knowledge to ensure comfortability of all involved in the settlement.
• Take ownership of individual assigned subset of high-value, complex cases from initial referral to conversion.
• Follow up via phone and/or email regularly with key settlement stakeholders to discuss case status.
• Strategize monthly with Business Development Managers to overcome objections to settlement and push cases forward.
• Convert referrals to Members based on the assigned targets.
• Serve as a direct point of contact for channel partners as needed.
• Maintain a basic understanding of the types of Trusts used and the benefits they may present in each individual case.
• Attend settlement mediations or roundtable discussions per the request of clients or management.
• Keep up with best practices and industry trends.

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.

Education:

• Associate’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Required

Qualifications:

• 3+ Years experience supporting sales efforts and serving as a direct point of contact to clients required.
• 3+ years experience in the trust industry and/or worker's compensation space required.
• Experience in articulating services and products to the multiple parties at a mediation table required.
• Analytical and multitasking skills.
• Ability to problem solve and think strategically.
• Strong selling and communication skills.
• Highly motivated and target driven to convert cases.
• Knowledge of settlement process in worker’s compensation and liability claims, including catastrophic injuries.
• Detail oriented with a keen eye for identifying opportunities and solving complex problems.
• A self-starter with the ability to work independently or as part of a team.
• Proficiency in Microsoft Office Suite products is required.

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.

Work Authorization & Sponsorship:

Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

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.

Base Pay Range:

Minimum: $52,500.00 USD

Maximum: $92,500.00 USD

We Value Your Impact:

Your contribution matters and it’s recognized. You can expect a fair and competitive rewards package that reflects the impact you create and the value you deliver. We know rewards go beyond numbers. Offering more than just a paycheck our benefits are designed to support you, your family and your well-being, now and into the future. Santander Benefits - 2026 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, standingand 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.