Senior Business Relationship Support Specialist- Client Service Officer
Job details
About this role: Wells Fargo is seeking a Senior Business Relationship Support Specialist- Client Service Officer to join our growing team supporting Hong Kong/Taiwan/Japan market. Learn more about the career areas and lines of business at wellsfargojob.com. In this role, you will:
- Support complex or large portfolio of customers and share leadership role with Relationship Managers and Service Experience Manager in managing a portfolio of accounts
- Assist with components of audit or compliance reviews and exams as required
- Maintain policy manuals and Business Continuity Plan documentation
- Act as the customers' main point of contact for operational questions and handle complex customer issues including escalation and resolution
- 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
- Solve issues with various operations centers, internal bank departments and outside vendors
- 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
- Provide new hire and ongoing systems, processes, policies and procedures training
- Train and mentor less experienced Client Service Officers
- Work with Relationship Managers to structure and execute transactions for the most complex clients, and to manage portfolio with high operating exposures
- Make decisions on complex customer issues and problems
- Partner with Service Experience Manager to resolve issues and provide status updates on implementations
- Collaborate with executives, management, relationship managers and other internal partners or business lines
- Mentor to less experience individuals and may assist with their development
- 4+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 4+ 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 Hong Kong/Taiwan/Japan market is 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
- Excellent English verbal and written communication skills
- 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.
- Excellent communication skills. Fluent in English, Japanese and Mandarin due to interaction with financial institutions clients in Hong Kong/Taiwan/Japan.
- Proficient with MS Office applications (Word, Excel & PowerPoint)
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