Business Relationship Support Specialist - Client Service Officer, Wells Fargo

Wells Fargo

Location:

Singapore, Central Singapore

Category:

Banking

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Business Relationship Support Specialist to join our growing Singapore office. Learn more about the career areas and lines of business at wellsfargojob.com.

Job Responsibility:

Responsible for providing customer service to a portfolio of bank customers, sharing leadership role with relationship managers
Primary servicing responsibility for financial institutions group of customers in select APAC South geographies subject to business requirement
Manages "owning the customer experience" approach and effectively executes on all standard protocols regarding interactions with customers
Independently, proactively and effectively manage customer issues, confirms additional source of funds and partners with office management in decision making process
Act as the customer’s main point of contact for operational matters, handle and resolve customer issues including Checks and Payment related escalations from either Clients or internal partners through collaboration or through consultation with the relevant stakeholders
Effectively partner with other Wells Fargo departments to ensure client issues are addressed and escalated using our case management system in a timely manner
Understand and anticipate client needs, proactively identify solutions to inquiries and escalate issues to Senior Management as appropriate
Analyze and identify trends in tracking efforts such as Fraud, Operational Risk and Client complaints and satisfaction and ensure these queries are tracked and reported as per procedures
Identify opportunity for process improvements within the portfolio, with suggested opportunities or potential solutions and strive to provide the best possible customer experience
Assist in implementation, account maintenance (workflows), and associated risk management matters, where appropriate
Demonstrate an in-depth understanding of global treasury and payments products and services and the ability to effectively communicate their applications and benefits to clients and prospects of all levels
specifically possessing an understanding of the underlying customer service needs capabilities and functionalities of the core products covered by the Customer Care team
Actively conducts customer courtesy calls, participate in client service reviews, including working with the Regional Customer Care Manager, Relationship Managers and Global Payment and Liquidity Services, Customer experience team on planning, pre meeting materials and follow up items, meeting with clients (both virtual, phone and in person, as appropriate)
and promote relationship building and a positive customer experience during customer interactions and identify cross-sell opportunities
Ensure all clients receive a high standard of customer service, monitoring agreed SLA’s and develop expertise in the policies, procedures, and compliance requirements
Provide the same standard of customer care to our internal team members, who may in turn be servicing Wells Fargo’s financial institution customers in various countries across the globe

Requirements:

2+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
2+ years banking experience in international business, or equivalent demonstrated through one or a combination of the following: customer care experience in payment and trade operation’s background and relevant product experience as it applies to financial institution clients
In-depth understanding of Payment & Trade products, extensive SWIFT and payment clearing knowledge, with USD clearing experience

Nice to have:

Excellent verbal, written and interpersonal communication skills, with attention to detail
Demonstrated ability working in a multicultural team environment and liaise with multiple offices across the regions
Demonstrated ability and dedication to provide high quality Customer Service
Fast learner, ability to listen and effectively obtain information, self-motivated with the ability to work independently and within a team environment
Extensive banking experience/working in the financial industry
Significant customer facing experience
Highly organized, with strong time management skills, ability to handle multiple priorities and perform well under pressure
Experience in Microsoft Office suite, as well as navigation of applications and computer systems
Working knowledge of Compliance and Risk Management in the banking industry is an added advantage

Additional Information:

Job Posted:

March 28, 2025

Expiration:

April 13, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Business Relationship Support Specialist - Client Service Officer