About this role:

Wells Fargo is seeking an experienced Business Relationship Support Associate / Customer Care Consultant to join our Global Payments and Liquidity Client Service team. We are looking for a fluent Spanish and English speaker with deep expertise in payments products and services to support our Spanish speaking corporate and institutional clients.

In this role, you will serve as a trusted client partner and key escalation point for payment and treasury-related inquiries, delivering an exceptional client experience across a broad range of payment, liquidity, and treasury management solutions. Working closely with Relationship Managers, Product, Operations, Compliance, Fraud, and Customer Experience teams, you will help ensure seamless service delivery and timely resolution of client needs.

This is an excellent opportunity for a client-focused payments professional to leverage their expertise within a highly collaborative and international team environment. You'll build strong client relationship and contribute to the delivery of best-in-class treasury and payment solutions while supporting some of the firm's most important clients across the region.

In this role, you will:

• Provide support for a portfolio of customers.

• Work with business client managers to maintain a portfolio of accounts.
• 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.
• Ensure all fraud related queries are tracked and reported as per procedures. UAR’s must be raised following guidelines outlined in the procedure.

• Oversee overall customer experience.

• Handle customer issues and assist in decisions with business client managers.

• Help with customer associated risk management.

• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals.

• Interact with internal customers and receive direction from leaders.

• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements.

• Handle medium to complex customer issues which include escalation and resolution.

• Collaborate and consult with peers, colleagues, and managers to resolve medium-to-complete issues.

Required Qualifications:

• Experience in Business Relationship Support, or equivalent demonstrated through one or a combination of the following: work experience, training, education.

Desired Qualifications:

• Treasury Management Dedicated Client Services Experience.
• Fluent Spanish and English language skills.

• Ability to triage and troubleshoot complex issues, inclusive of root cause identification and communication of resolution to clients and internal stakeholders.  

• Intermediate knowledge of Commercial Banking or Corporate Investment Banking client base. 

• Strong personal leadership skills, including initiative, accountability and the ability to inspire and motivate others. 

• Ability to navigate multiple Treasury Management systems, applications, and utilize search tools to find information.
• Flexibility to work CET/UK time zone and may be required to work on European Bank holidays.

• Banking experience/working in the financial industry.
• 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.
• Ability to handle multiple priorities and perform well under pressure.

Job Expectations:

• The hours for this position may vary between 8 AM and 6 PM Local Standard Time. 
• This position offers a hybrid work schedule.  
• Ability to travel 10%.

French, Italian, German or any other European languages

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value 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.

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.

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.