Customer Assistance Account Specialist

Operations Support North Richland Hills, Texas


Summary of Responsibilities: The primary focus of the Customer Assistance Account Specialist (CSAS) is to evaluate a customer’s account for all possible assistance tools in accordance with applicable regulatory guidance and internal policy and procedures. The CSAS is expected to work with little or no supervision, to exercise discretion and good judgment when making decisions about accounts, and to represent the company in a professional manner. 

Essential Functions:

  • Probes customer to determine root cause of account delinquency and offers appropriate or applicable assistance tools.
  • Effectively communicates how assistance programs work and any potential impact to customer and account
  • Collects in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA)
  • Analyzes loan history and determines the best course of action for the customer in resolving the problem permanently
  • Successfully utilizes all collection tools provided by management, including, but not limited to, extensions, hardship modifications and TRIPPs, to make the best business decision for Santander Consumer USA Inc. and the customer.
  • Has authority to independently negotiate with the customer on TRIPPs and extensions within company guidelines
  • Adheres to all company policies and procedures.

Other Functions:

  • Special projects as requested.
  • Performs other duties as assigned.


  • High School diploma or GED equivalent required.
  • Minimum two (2) years customer facing experience preferred with a strong background in credit/collection laws required; auto collection/sub-prime auto industry experience strongly preferred. 
  • Excellent communication, negotiation, sales and closing skills a must.
  • Excellent organizational and time management skills.
  • Strong PC skills including Microsoft Office and Collection applications
  • Ability to maintain confidentiality.
  • Ability to maintain understanding of collection laws including FDCPA.

Employees desiring consideration should complete an online application, utilizing the appropriate process as subscribed by the posting entity. Employees should provide all pertinent information to support their candidacy.

To be considered eligible for internal posting, Santander employees must meet all of the following eligibility requirements:

  • Completion of at least one year of active service in Santander.
  • Completion of at least twelve months in current position.
  • Be in “Good Standing.”

Please click here to see the full policy -

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We encourage everyone to apply.

Working Conditions:

  • Overtime work may be required throughout the year
  • Shifts and/or schedules may change throughout the year as dictated by management and business needs.
  • May be required to lift, push, or pull materials weighing up to twenty (20) pounds.
  • May be required to sit and review information on a computer screen for long periods of time.
  • May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.
  • Corporate / satellite office role.

Employer’s Rights:

This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will 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 employment at any time, for any reason.