Gestor Premium & Diamond – Contact Center
Banco Santander
Madrid, Spain
hace 5 días

We are the 100% digital bank of the Santander Group and we are currently undergoing a technological transformation and international expansion.

In 2016 the re-launch of the Bank began and since then we have been in continuous expansion and growth, especially in our technological side.

We work in a start-up format, using agile methodologies to take our clients' experience to the next level. In 2019 we launched the Bank in the Netherlands, Germany and Portugal and we are almost landing in Argentina, with others to follow.

Our culture makes us different; social and diversity clubs are part of our essence and allow us to live our culture every day.

We are a flexible and fast adapting team that currently works remotely most of the time using all kinds of communication tools, we haven t noticed the change!

Mission and responsibilities :

The main mission of this position will be the management of the relationship with Diamond / Premium customers and the generation of new business through the increase of positions, further linkage of existing customers and referrals of new customers.

The main tasks of this position will be the following :

  • Integral attention of Diamond / Premium clients through the different incoming contact channels (calls, email, chat, face-to-face (Diamond), etc.).
  • Proactive contacts with the Diamond / Premium client portfolio assigned to each personal manager with different objectives.
  • Customer lifecycle follow-up (welcome call, channel usage improvement, incident follow-up, customer loyalty, invitations to events, anniversaries, notices, alerts, PBC, etc.

    Monitoring of customer positions, adapted to the type and volume of assets (increase / decrease of balance in accounts and investments, high / low returns, maturities, retention, review of investment strategy, etc.

    Expansion of profitability and business volume of the client base assigned to each Manager by prospecting for new opportunities (financing / investment), cross-selling, campaign information and obtaining new client references

  • Perception of quality and added value of management : Ensure that the client portfolio assigned to each manager has high standards of perceived quality of service, high degree of knowledge of the assigned personal manager, satisfaction and degree of recommendation with the manager and entity
  • Compliance : Ensure that the operations and the basis of each Diamond / Premium client portfolio are aligned and in compliance with the policies and requirements established by the Compliance and Anti-Money Laundering Department, MIFID regulations, etc.
  • Qualifications

    What are we looking for in this position?

  • Bachelors or Master’s degree in BA, economics or similar
  • 3+ years of proven experience as a commercial in sales of banking / insurance products. Highly recommended in telephone customer service.
  • Advanced English level.
  • MS Office (Necessary : Excel, Word, and PowerPoint. Valuable : Access)
  • Experience in making calls for the sale of investment products (Funds, plans. etc).
  • CIF Certification
  • High capacity for teamwork and autonomous work, as well as ability to make decisions and plan ahead.
  • Result-oriented and self-motivated.
  • Ease for acquiring new knowledge, flexibility and ability to adapt to changing environments.
  • What do we offer?

  • Immediate incorporation to a dynamic and agile company with a growth and expansion project.
  • Working in start-up mode with the support of Grupo Santander.
  • Competitive remuneration and attractive benefits package.
  • Possibility of growth within the company and the Group.
  • Collaboration in international projects and possibility of contact with different countries.
  • Excellent work environment, social clubs and frequent events (now virtual).
  • Would you like to grow with us? Join our team!

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