About this role:
Wells Fargo is seeking a Lead Business Relationship Support Specialist- Client Service Officer to join our growing team in Singapore.
In this role, you will:
- Lead complex initiatives or large portfolio of customers and share leadership role with Relationship Managers and Service Experience Manager to oversee a portfolio of accounts
- Collaborate with executives, management, relationship managers, Service Experience Manage and other internal partners or business lines to resolve issues and achieve goals
- Identify opportunity for process improvements within the portfolio
- Review the decision process for customer accounts and evaluate the profitability and risk of designated portfolio
- Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures and compliance requirements
- Develop expertise in the policies, procedures and compliance requirements
- Assist with components of audit or compliance reviews and exams as required
- Verify compliance and report identified issues for resolution
- Maintain policy manuals and Business Continuity Plan documentation
- Make decisions on complex customer issues which include escalation and resolution
- Act as the customers’ main point of contact for operational questions and handle complex customer issues including escalation and resolution
- Solve issues with various operations centers, internal bank departments and outside vendors
- Identify prospective opportunities to market and oversee non-credit products to new or existing customers
- Work with Relationship Managers and Service Experience Manager to structure and execute transactions for the most complex clients, and to manage portfolio with high operating exposures
- Prepare presentations, materials and serve as a subject matter expert for the department
- Manages "owning the customer experience" approach and effectively executes on all standard protocols regarding interactions with customers
- Conducts customer courtesy calls, by phone, promote relationship building and a positive customer experience during customer interactions and identify cross-sell opportunities
- Partner with Service Experience Manager to resolve issues and provide status updates on implementations
- Lead team and serve as a subject matter expert for the department
- 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
- Provide new hire and ongoing systems, processes, policies and procedures training
- Train and mentor less experienced Client Service Officers and may assist with their development
Required Qualifications:
- 5+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 5+ years banking experience of international business, preferably payment and trade operation’s background and relevant product experience as it applies to financial institution clients.
- Client service experience for financial institutions clients in APAC South market is advantage.
Desired Qualifications:
- 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
- Fluent in spoken and written English due to interactions across APAC South market and financial institutions clients; bilingual or multilingual is an added advantage
- Strong time management and prioritization, skills and ability to manage multiple assignments concurrently
- Exhibit strong attention to detail and organization
- Self-motivated with a strong goal orientation and can work well in a team orientated environment.
- Proficient with MS Office applications (Word, Excel & PowerPoint)
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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.
