Wells Fargo Business Relationship Support Specialist - Client Service Officer AVP 

Singapore 

134587619

In this role, you will:

• 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.

Required Qualifications:

• 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.

Desired Qualifications:

• ​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

Job Expectations:

• Fluent in spoken and written English due to interactions across APAC South market and financial institutions clients; bilingual or multilingual is an added advantage.
• Work collaboratively in a small team with a receptive attitude that allows him/ her to take on additional tasks that ensure the smooth running of a small office.
• Build key relationships with both internal partners and external clients.
• Strong time management and prioritization, skills and ability to manage multiple assignments concurrently.
• Exhibit strong attention to detail and organization.
• Proficiency in MS Office applications (Word, Excel & PowerPoint).

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.