Santander Bank, NA Universal Operations Specialist, Danville, PA in Danville, Pennsylvania

Universal Operations Specialist, Danville, PA - 1806579



The Universal Operations Specialist position in a Santander branch is a leadership role in customer service, sales, and branch operations. A Universal Operations Specialist is responsible for ensuring operational integrity and compliance for the entire branch, including both sales and service functions. This role is also a supporting role to the Platform to ensure Platform Team Members adhere to operation policies and procedures. The UOS is responsible for total customer satisfaction by meeting all the financial needs of a customer: product, servicing, and transactional.

The UOS will identify the financial needs of the customer at the transaction window, at the platform desk, or in the branch lobby or during out of the branch sales activities depending on branch needs and customer volume. The Universal Operations Specialist is accountable to meet all assigned sales, customer service, and sales activity goals by executing a model branch day schedule that includes outbound phone contact to customers and prospects, in branch and out of branch sales activities, as well as other sales activities as directed. Following Santander’s prescribed service behaviors and structured sales process; the UOS acquires and maintains customer relationships over the entire lifecycle of the customer by identifying and understanding the financial needs of a customer or prospect. The UOS recommends appropriate solutions to meet customer needs and provides excellent customer service. If necessary, the UOS effectively facilitates referral of the customer to a specialist who can assist in meeting a specific need. The UOS is responsible to ensure error free and accurate completion of all customer requests including: account openings, loan applications, servicing requests, loan closings, and routine bank transactions.

In all customer interactions the UOS develops and deepens customer relationships by providing outstanding customer service following specific service behaviors, demonstrating ownership and resolving customer problems efficiently, and by turning servicing requests and routine transactions into sales opportunities. The UOS will also have an in depth knowledge of the different banking channels and show the customer how to use them. The Universal Operations Specialist is the in branch expert regarding bank policies, procedures, and compliance. They ensure that the entire branch team supports and remains in compliance with all audits, security, and regulatory procedures. The UOS processes all transactions accurately, and handles cash effectively so that each day they successfully balance their cash drawer. They are also responsible to effectively manage settlement and resolution of cash differences of the branch, escalating performance issues for management action. The UOS will handle operations responsibilities that include the vault cash, custodial responsibility for the branch’s ATM, completing audits and other operational control measures. In branches where there is a Teller, the UOS will partner with the Branch Manager to ensure that he is mentored and effectively trained.


  • Meets and exceeds sales goals by determining the financial needs of each customer, matches this to the appropriate bank product or service and delivers the product or service in a manner which satisfies the customer

  • Meets and exceeds all sales goals by following a prescribed sales and service process during any customer interactions at desk, at transaction window, or in branch lobby

  • Identifies service into sales opportunities and promotes cross selling by following a prescribed process during any customer interaction

  • Actively participates in all branch sales and marketing activities

  • Provides outstanding customer service by following a prescribed service behaviors

  • Achieves satisfactory Customer Satisfaction scores as measured by the bank

  • Contributes to a satisfactory bank ranking in JD Powers survey

  • Demonstrates ownership of any customer problem or request, following up to ensure effective resolution and customer satisfaction

  • Ensures clients know how to use different channels

  • Manages branch UBs so that they accurately process customer transactions and successfully balance cash boxes

  • Processes and settles ATM work or Vault cash as a custodian

  • Complies with all of Sovereigns policy and procedures, audit, regulatory, security and Branch Look & Feel protocol

  • Processes loan applications and closes loans according to guidelines

  • Complies with all of Sovereigns policy and procedures, audit, regulatory, security and Branch Look & Feel protocol

  • Manages the scanning and processing of all UB batches

  • Adhering to Network Standards regarding the timelines of scanning

  • Manages accurate and timely balancing of Branch ATMs

  • Responsible for Operational Control Record management and the performance of the branch with Corporate Risk Audits, BCI and Regulatory Reviews

  • Effectively manages BSA compliance, cash levels and UBs over and shorts

  • Successfully manages the execution of branch cash audits and other branch audits

  • Accurately processes transactions within balancing guidelines

  • Opens new accounts with no errors

  • Performs other duties and tasks as requested: Sales, Customer Service, Operational Duties (in branches with no UB I)



  • Proven ability to meet and exceed sales/referral goals with at least 1 years of sales and referral experience in a goal or incentive-based environment

  • At least 2 years of experience

  • Ability to coach and mentor others

  • Ability to make sound decisions and exceptions to policy when warranted

  • Ability to manage multiple priorities and handle stressful situations

  • Ability to manage multiple priorities for self and others

  • Exceptional computer knowledge and Windows skills required

  • Knowledge of bank products and services

  • Min of 6 months of operational experience within a financial related organization or other related industry

  • Skill in addressing and resolving customer issues

  • Skilled in engaging customers/prospects in a sales conversation and optimizing sales opportunities

  • Skilled in understanding and managing retail branch operations including policy, procedures, compliance, and security

  • Strong interpersonal, communication, and organizational skills

  • Strong sales skills

  • In compliance with the requirements outlined within the Compensation Requirements under the Truth-in-Lending Act (LO Comp Rule) effective January 1st 2014; Santander Bank will now perform a credit check as part of, and in addition to, the existing background check for all positions where one must perform job functions of a loan originator as defined by the LO Comp Rule. In order to be eligible for this position you must have a valid US Social Security at the time of application.

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.

Job : Retail Operations
Primary Location : Pennsylvania-Danville-101 Mill Street - 00192 - Danville-Mill Street - Branch


Organization : Consumer & Business Banking (1001)
Schedule : Full-time
Job Posting : Oct 16, 2018, 4:00:00 AM