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About the Role

Wells Fargo seeks an experienced Senior Business Relationship Support Specialist to join the Global Payments and Liquidity client service team. This role is central to delivering exceptional client experiences, acting as a trusted partner to multinational corporate and institutional clients for treasury management and payment solutions. You will be a key escalation point for complex payment and servicing matters, collaborating with various internal teams to ensure timely resolution of client inquiries and seamless service delivery. The position combines client relationship management, payment expertise, operational oversight, and risk management, offering an opportunity to significantly impact client satisfaction and business outcomes. This is an excellent opportunity for a client-focused professional with deep treasury and payments knowledge to leverage their expertise, drive process improvements, influence strategic initiatives, and act as a subject matter expert in a collaborative, international banking environment.

Responsibilities

Ensure all clients receive a high standard of customer service, monitoring agreed SLAs.
Partner with other Wells Fargo departments to ensure client issues are addressed and escalated using our case management system in a timely manner.
Handle all Payment related escalations from either Clients or internal partners, including amendments, cancellations, early release, priority or rejected payments, BCNR, charges, and other format-related issues.
Work with Relationship Managers and Sales in relation to new Clients, ensuring all account opening/closing is handled correctly by partnering with GPL Client Experience.
Monitor rejected transactional payment activity, communicate findings to clients and internal partners, and monitor that funds are received and payments executed timely.
Engage and cooperate with other offices on Customer Care matters, sharing issues and solutions to commonly raised client inquiries, and assisting to cover other offices or workloads when required.
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, Ops Risk, and Client Experience items for the region, identifying key areas for enhancement or improvement with suggested opportunities or potential solutions.
Ensure all fraud-related queries are tracked and reported as per procedures, raising UARs following outlined guidelines.
Proactively obtain and monitor client inquiries and transactional activity, communicating and discussing findings to the relationship and/or appropriate teams.
Assist Clients with any Cheque-related inquiries, which may include Cash Letter, Check collections, DTD, High value dollar cheque limits, and unpaid items.
Demonstrate an in-depth understanding of Wells Fargo’s Payment products and services and the ability to effectively communicate their applications and benefits to clients and prospects.
Demonstrate a knowledgeable understanding of other Wells Fargo products, services, and organizational structure, specifically possessing an understanding of the underlying customer service needs, capabilities, and functionalities of the core products covered by the Customer Care team.
Actively participate in client service reviews, including working with the Regional Customer Care Manager, Relationship Managers, Sales Consultants, and Customer Experience team on planning, pre-meeting materials, and follow-up items, meeting with clients (both phone and in person, as appropriate).
Support Complex Treasury Management Products (e.g., ECS Product Suite, BAI, International Wires) and utilize Treasury Management Tools and Applications (e.g., UAM, Service View, Hogan).
Act as an extension of management supporting the broader team, leading escalations and managing partner relationships.
Act as a subject matter expert and represent the business in large-scale initiatives or projects.
Triage and troubleshoot complex issues, including root cause identification and communication of resolution to clients and internal stakeholders.
Partner effectively with other Wells Fargo groups (sales, product, compliance, operations, etc.), assist in any payment-related communication, and monitor changes in client's payments/volume behavior.
Demonstrate in-depth knowledge of Wells Fargo’s policies & procedures, including compliance and fraud risks inherent to the business.
Take responsibility for ad-hoc projects and activities related to Customer Care for the region, as they arise.

Requirements

Fluent English language skills.
Multilingual (European Languages, German, Spanish, Italian, French).
Excellent verbal, written, and interpersonal communication skills, with attention to detail.
Flexibility to work CET/UK time zone and may be required to work on European Bank holidays.
Demonstrate ability and dedication to provide high-quality Customer Service.
Demonstrate ability working in a multicultural team environment and liaise with multiple offices across the regions.
Fast learner, ability to listen and effectively obtain information, self-motivated with the ability to work independently and within a team environment.
Banking experience/working in the financial industry.
Significant customer-facing experience.
Highly organized, with strong time management skills.
Strong IT skills and experience in Microsoft Office suite, as well as navigation of applications and computer systems.
In-depth understanding of Payment & Trade products, extensive SWIFT and payment clearing knowledge, with USD clearing experience, ISO 20022.
Detailed working knowledge of Wells Fargo’s IT systems / IT-tools including Workflow, Hogan, Mainframe, PEGA/Showcase, SWIFT messaging, and other tools related to customer care.
Ability to handle multiple priorities and perform well under pressure.

Skills

Treasury Management
Payment Solutions
Client Relationship Management
Payment Expertise
Operational Oversight
Risk Management
Customer Service
Case Management System
Payment Escalations
Account Opening/Closing
Transactional Payment Monitoring
Customer Care
Fraud Tracking
Cheque Inquiries
Cash Letter
Check Collections
DTD
High Value Dollar Cheque Limits
Unpaid Items
Wells Fargo Payment Products and Services
Wells Fargo Products and Services
Client Service Reviews
Complex Treasury Management Products
ECS Product Suite
BAI
International Wires
Treasury Management Tools and Applications
UAM
Service View
Hogan
Root Cause Identification
SWIFT
Payment Clearing
USD Clearing
ISO 20022
Workflow
Mainframe
PEGA/Showcase
SWIFT Messaging
Microsoft Office Suite

Location

CET/UK time zone

Work Type

Full-time

Experience Level

Senior
Experienced

About the Company

Wells Fargo is an equal opportunity employer.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company.
They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions.
There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities: To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
Drug and Alcohol Policy: Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements: a. Third-Party recordings are prohibited unless authorized by Wells Fargo. b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.