Partner Success & Operations Lead

Santander Consumer USA Inc.; Wisconsin; On-site; USD 44,000 - 71,000; Full time

Job summary

Santander Consumer USA Inc. in Wisconsin is seeking a Partner Relations Specialist to manage daily issue resolution and provide administrative support for assigned Partners/Large Employers with money movement or audit risk.

You will own communication plans and escalation tracking to ensure visibility for internal and external stakeholders. The role requires 3+ years of partner servicing experience, knowledge of employee benefits, TPAs or insurance carriers, and strong Excel/Salesforce skills.

Qualifications

• 3+ years experience servicing partners and large employers.
• 2+ years experience with employee benefits, TPAs or insurance carriers with preference to HSA/Notional products.
• Ability to maintain confidentiality and professional demeanor while working with internal and external customers.
• Ability to demonstrate analytical capabilities.
• Advanced knowledge of PC applications including Microsoft Office.
• Ability to complete multiple concurrent tasks while meeting rigorous deadlines.
• Adaptability to prioritize workload and frequently transition between different focuses aligned with role and responsibilities.
• Utilize communication and problem-solving skills to effectively perform assigned assignments.
• Demonstrates flexibility and adaptability. Handles day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, and rapid change.
• Ability to work with a diverse work force and customer base.

Responsibilities

• Manage daily issue resolution and provide administrative support for assigned Partners/Large Employers with money movement or audit risk.
• Provide communication plans and escalation tracking for internal and external visibility.
• Back up Partner Service Managers for lower-level partner responsibilities.
• Act as a Partner Subject Matter expert for assigned partners being internal and external support.
• Assist with management, monitoring and identifying service trends based on file, intake, operational data.
• Identify scalable processes that will work across all partner relationships to meet or improve goals.
• Regularly review internal knowledge base content for consistency, quality, and ease-of-use for assigned partners.
• Gather insights from our support teams to identify trends and opportunities for improvement.
• Own the success and serve as point of contact for critical high risk partner tasks.
• Own Partner custom money movement processes with extreme detail to contractual obligations.
• Proactively monitors file processing and act as file expert for each Partnership we support.
• Responsible for daily ownership of Partner dashboard updates and necessary reporting to partners.
• Responsible for performing customized monthly processes per Partner which include critical decision-making responsibilities to assist in partner framework being successful.
• Escalate issues when appropriate and drives recovery efforts.
• Identifies systemic issues as they occur and works with Manager to rectify.
• Support Partner specific project work in reference to internal/external enhancements to improve our Partner experience.
• Other duties as assigned by Manager based on business need.

Skills

Partner relations

Communication skills

Analytical thinking

Confidentiality

Microsoft Office

Education

High school diploma or GED

Tools

Salesforce

Advanced Excel

Job description

Santander Consumer USA Inc. in Wisconsin is seeking a Partner Relations Specialist to manage daily issue resolution and provide administrative support for assigned Partners/Large Employers with money movement or audit risk.

You will own communication plans and escalation tracking to ensure visibility for internal and external stakeholders. The role requires 3+ years of partner servicing experience, knowledge of employee benefits, TPAs or insurance carriers, and strong Excel/Salesforce skills.