Wells Fargo Client Support Consultant – European Customer Care 

United Kingdom, England, City of London 

856907560

In this role, you will:

• Provide Client support for London branch accounts for new and existing products.

• Coordinate the account closure process with the relevant internal parties, providing regular updates to the customer

• Maintain customer profiles and mandates.

• Be responsible for the ownership of customer inquiries through to completion.

• Load and track customer inquiries in workflow system, updating, monitoring, and escalating items when necessary.

• Provide Client support for London Treasury customers by email or phone.

• Provide online system demonstrations and training to potential and existing clients over the phone, video conference or in person where necessary.

• Work with clients to resolve online technical issues and requests received via phone call or group e-mail inbox.

• Work with internal partners to resolve client issues and escalating through to completion.

• Collaborate with Management, Sales and US teams to improve and streamline the global client training and support process for the online applications.

• Handle / coordinate any Audit Confirmation requests ensuring completed within required times frames.

• Other duties as assigned by the Operations Manager.

• Adhere to the complaint handling policy

• Support all queries from customers and provide a warm hand over with the relevant department if the customer is outside of ECC line of business.

• Support a dedicated list of customers alongside colleagues, coordinating workload and proactively seeking ways to improve processes, efficiency and risk.

• Be a risk champion and meeting all risk expectation of the company.

Required Qualifications:

• Experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

• Strong Customer Service skills.

• Previous Banking experience required.

• Fast learner, strong communication skills and attention to detail.

• Self-motivated with the ability to work independently and within a team environment.

• Strong IT skills especially Excel, Word, PowerPoint etc.

• Organised with good time management skills.

• Ability to handle multiple priorities and perform well under pressure.

• Experience in dealing with clients, providing examples of situations where excellent customer service was shown.

• Experience of dealing with a variety of internal partners, providing examples of where collaboration assisted with resolving issues.

• Good understanding of International business including FX and payments.

• Ability to work under pressure.

• Able to work in a small team environment and work as a team.

• Self-motivation and flexibility required to recognize the need to step up to assist colleagues and manager when required.

• Good prioritisation skills.

Desired Qualifications:

• International Payment processing experience SWIFT knowledge is beneficial.

Job Expectations:

This role covers a shit pattern of hours between 08.00 – 17.30 on a rota basis. The successful candidate must be flexible to cover all timings on the rota.

• 08.00 - 16.00 hrs

• 09.30 – 17.30 hrs

• 09.00 – 17.00 hrs

We operate a hybrid working model of three days in the office and two days at home.

17 Apr 2025

Wells Fargo Recruitment and Hiring Requirements:

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