About this role:

Wells Fargo is seeking an experienced Senior Business Relationship Support Specialist to join our Global Payments and Liquidity client service team. This role is at the heart of delivering an exceptional client experience, acting as a trusted partner to multinational corporate and institutional clients across a broad range of treasury management and payment solutions.

You will serve as a key escalation point for complex payment and servicing matters, working closely with Relationship Managers, Sales, Operations, Product, Compliance, Fraud, and Customer Experience teams to ensure timely resolution of client inquiries and seamless service delivery. The role combines client relationship management, payment expertise, operational oversight, and risk management, providing an opportunity to make a meaningful impact on 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 within a collaborative, international banking environment. You will play a critical role in supporting complex client needs, enhancing operational efficiency, and helping Wells Fargo deliver best-in-class service across the region.

In this role, you will:

• Ensure all clients receive a high standard of customer service, monitoring agreed SLA’s
• Effectively 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. This could include amendments, cancellations, early release, priority or rejected payments, BCNR, charges and any other format related issues.
• Work with both Relationship Managers and Sales in relation to new Clients. Ensure all account opening/closing is handled correctly partnering with GPL Client Experience.
• Monitor rejected transactional payment activity, communicate those to clients and internal partners, monitoring that funds are received and payments executed timely.
• Closely engage and cooperate with other offices on Customer Care matters, including sharing issues and/or solutions to commonly raised client inquiries, thus benefiting of the experience from others as well as sharing learnings and best practices with other team members. As well as 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.
• Analyse and identify trends in tracking efforts such as Fraud, Ops Risk and Client Experience items for the region, identification of key areas of enhancement or improvement, with suggested opportunities or potential solutions towards continually striving to provide the best possible customer experience.
• Ensure all fraud related queries are tracked and reported as per procedures. UAR’s must be raised following guidelines outlined in the procedure.
• Proactively obtain and monitor client inquiries and transactional activity, communicate and discuss 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 of all levels.
• 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 and Sales Consultants, Customer Experience team on planning, pre meeting materials and follow up items, meeting with clients (both phone and in person, as appropriate).
• Experience supporting Complex Treasury Management Products (Ex: ECS Product Suite, BAI, International Wires) and utilizing Treasury Management Tools and Applications (Ex: UAM, Service View, Hogan)
• Proven ability to be an extension of management supporting the broader team, leading escalations and managing partner relationships
• Ability to act as a subject matter expert and represent the business in large scale initiatives or projects
• Proven ability to triage and troubleshoot complex issues, inclusive of 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 behaviour.
• Demonstrate in-depth knowledge of Wells Fargo’s policies & procedures, including compliance and fraud risks inherent to the business.
• Responsibility in ad-hoc projects and activities related to Customer Care for the region, as they arise.