RoadLoans: How we are caring for our customers during crisis

Coronavirus has changed how we live and work.

But the most important thing we can do is “step up to the challenge” of the pandemic and its effects as individuals, organizations and companies, including RoadLoans and parent company Santander Consumer USA (SC).

“Being in the front lines, I have a first-hand look and receive daily feedback from our customers, who through their messages share many touching stories and hardships, which range from temporary loss of hours at work to complete job loss,” said Veronica S., who monitors social media for SC in Mesa, AZ.

We care at RoadLoans graphic

Even in this difficult time, “many of our customers are truly making an effort to do the right thing with their creditors while also caring for their families and keeping them safe,” she said.

That kind of courage is something Veronica, her colleagues and the company truly appreciate.

Santander Consumer USA has responded by looking for ways to assist customers who need help because of the impact of the virus, putting in place programs that include expanding payment deferrals, waiving late charges and providing lease extensions for customers unable to return their leased vehicles.

Respect and empathy

“I’m very happy and proud to say that I work for a company that has stepped up to the challenge and treats customers with respect and empathy,” Veronica said, “allowing them the peace of mind and the ability to focus on their families and keep them safe.”

SC has committed to keeping front-line, customer-facing personnel on the job to meet customer needs.

“I’m extremely grateful and proud to work for [this company], especially during these difficult times,” said associate Persephane A. in Dallas.

“They’ve provided us with additional assistance to help our customers,” she said. “It has been very difficult for our customers to get a live agent, but we’ve remained empathetic and calm and let them know that we are working efficiently to resolve their needs.”

We will make it out

“I keep a smile on my face and send it to the customer through the phone and let them know that we are in this together and we will make it out,” said Persephane.

A sentiment often heard among associates is that we are all in this together.

“We’re going through some interesting times, and we’re trying to do it all together,” said Mike A. in North Richland Hills. “We made a decision early to make sure we could assist everyone as fast as possible with this unprecedented pandemic that is sweeping over our country.”

“We’re going as fast as we can, and we hope to assist everyone who needs the assistance,” he said. “But please take care of you and yours, and, if you need anything, please feel free to give us a call.”However, if you need information and can’t get through to an agent, other help is available.

Our associates wish only the best for you and your family.

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