Business Relationship Support Associate - GPL Senior Technical Support Analyst

Wells Fargo Bank • Charlotte, NC

4d • Hybrid

About The Position

Wells Fargo is seeking a Business Relationship Support Associate - GPL Senior Technical Support Analyst within Global Payments & Liquidity (GPL) as part of Enterprise Functions. In this role, you will: Provide technical support and consultation to commercial banking customers related to the use of various e-commerce applications, mainly accessed through the Wells Fargo Vantage platform. This team primarily supports Payments, Reporting, and Receivables applications: Wells Fargo Vantage Platform, Vantage Mobile, Autolink, Basic Banking, Cash Polling and Intercompany Loans, Desktop Deposit, Fraud Manager, Lockbox, Payments, Returned Item Services, Reverse Positive Pay, Statements and Notices, Transaction Search, Treasury Information Reporting, Virtual Lockbox, Lockbox Online Decision, and Vantage Wires. Provide intermediate to advanced level of technical support and consultation to end-users and internal servicing agents for commercial banking online products and applications. Examples include but are not limited to; internet browser markup/scripting/display issues, transactional inconsistencies, associated application hardware support, and Internet connectivity or routing issues. Interpret, evaluate, and resolve where possible telephone, email, and internally assigned inquiries pertaining to the functional operation of installed and supported applications, including associated hardware and software. Analyze moderately complex inquiries and determines appropriate steps to resolve problems with treasury management applications. Escalates issues to team lead, management, or production support teams as necessary. Monitor production issue trends and communicate client reported defects or other feedback to technology teams. In this role, agents are responsible for bringing global system outages or client reported application defects to management’s attention, as well as capturing necessary information from the end-user to assist technology teams in troubleshooting or analysis. If required, agents may be required to escalate production issues to product teams or Technology Major Incident Management (TMIM). Create a positive client experience for customers engaging the team for treasury application technical support. This experience is measured by direct surveys sent to users the consultant has supported. Provide all alternatives and accurate delivery of technical information for the best customer experience possible. Act as a liaison between customer and product management/technology development teams for complex issues to coordinate satisfactory technical issue resolution.

Requirements

• 6+ months of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Ability to work in a fast-paced deadline driven environment
• Strong telephone etiquette
• Understanding of computer networking, including but not limited to: local area networks (LAN), wide area networks (WAN), internet service provision (ISP), Internet protocol (IP), local machine and group security policies, firewalls, and web proxy/content filtering
• Advanced understanding of end-user operating systems, such as Windows 10/11, and Mac OS
• Advanced understanding of commercial web browsers such as MS Edge, Mozilla Firefox, Google Chrome, and Safari
• Advanced understanding of smart phones and tablets, including Apple iOS and Android OS, using both native application and web-based functions

Nice To Haves

• Experience in technical support, e- commerce application support, or e-commerce development experience
• Knowledge and understanding of treasury management industry, products and services
• Direct end-user support or customer service experience
• Knowledge of Vantage applications/platforms: Wells Fargo Vantage Platform, Vantage Mobile, Autolink, Basic Banking, Cash Polling and Intercompany Loans, Desktop Deposit, Fraud Manager, Lockbox, Payments, Returned Item Services, Reverse Positive Pay, Statements and Notices, Transaction Search, Treasury Information Reporting, Virtual Lockbox, Lockbox Online Decision, Wires
• 4-year College Degree in a Technology Business-related field or 2-year degree in Technology related field
• CompTIA A+, Net+ and/or Security+ certification
• Bilingual (English/Spanish)

Responsibilities

• Provide technical support and consultation to commercial banking customers related to the use of various e-commerce applications, mainly accessed through the Wells Fargo Vantage platform.
• Provide intermediate to advanced level of technical support and consultation to end-users and internal servicing agents for commercial banking online products and applications.
• Interpret, evaluate, and resolve where possible telephone, email, and internally assigned inquiries pertaining to the functional operation of installed and supported applications, including associated hardware and software.
• Analyze moderately complex inquiries and determines appropriate steps to resolve problems with treasury management applications.
• Escalate issues to team lead, management, or production support teams as necessary.
• Monitor production issue trends and communicate client reported defects or other feedback to technology teams.
• Bring global system outages or client reported application defects to management’s attention, as well as capturing necessary information from the end-user to assist technology teams in troubleshooting or analysis.
• Escalate production issues to product teams or Technology Major Incident Management (TMIM) if required.
• Create a positive client experience for customers engaging the team for treasury application technical support.
• Provide all alternatives and accurate delivery of technical information for the best customer experience possible.
• Act as a liaison between customer and product management/technology development teams for complex issues to coordinate satisfactory technical issue resolution.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree