Business Relationship Support Associate - Merchant Services Technical Support
About The Position
Wells Fargo is seeking a Business Relationship Support Associate to join their Merchant Services E-Bill Express/Wells Fargo Payment Gateway (EBE/WFPG) Support team. This role involves taking calls, handling emails, and managing cases to resolve customer service and technical support inquiries. The associate will be responsible for assigning cases, responding to customer inquiries, identifying process improvement opportunities, verifying compliance, and reporting issues. They will also present recommendations, develop expertise in policies and procedures, follow support and control procedures, and collaborate with peers and managers. The position requires interaction with internal and external customers to resolve technical and production support issues, managing open support cases, receiving direction from leaders, and escalating technical issues to third-party vendors. The associate is expected to exercise independent judgment while building knowledge of function, policies, procedures, and compliance requirements.
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
Nice To Haves
- Customer service and technical support experience
- Technical cloud-based software and web portal troubleshooting experience
- Knowledge and understanding of financial services or call center environment
- Basic knowledge and understanding of API
- Ability to manage initiatives involving process improvements
- Advanced problem-solving skills
- Excellent verbal and written communication skills
- Ability to organize and manage multiple priorities
Responsibilities
- Taking calls
- Handling emails
- Creating and following up on assigned cases to resolve customer service and support related inquires
- Assigning cases and responding to customer service and support related inquires
- Provide feedback to identify opportunities for improvement for the team’s processes
- Verify compliance and report identified issues for resolution
- Present recommendations to resolve and exercise independent judgment
- Develop expertise in the policies, procedures, and compliance requirements
- Follow support procedures and control procedure execution
- Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
- Interact with internal and external customers to resolve technical and production support issues
- Manage and follow up on open support cases
- Receive direction from leaders
- Escalate technical issues to 3rd party vendors
- Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
