Business Relationship Support Representative - Merchant Services Onboarding Operations

Wells Fargo Bank • Charlotte, NC

1d • Hybrid

About The Position

About this role: Wells Fargo is seeking a Merchant Services Onboarding Operations: Add Locations Representative. The representative will serve as the first point of customer contact in providing support for routine technical questions and issues. They will support internal and external customers by participating in low to moderately complex initiatives and support services, including account management, operations, documentation, customer service, and technical support. In this role, you will: Identify opportunity for process improvements within the customer service functional area. Review and analyze basic or tactical assignments related to Customer Service deliverables, prepare marketing proposals, and assist with special projects relating to product conversions and new product development. Present recommendations for resolving low to moderately complex situations and exercise some independent judgment while developing expertise in the policies, procedures, and compliance requirements. Provide information to functional colleagues, internal partners, and stakeholders, including internal or external customers. Proactively manage your own queue of Add Locations requests for internal Sales and Sales Support people for Wells Fargo Merchants. Utilize analytical thinking to evaluate submissions and ensure clear direction prior to managing the data entry process for onboarding a new MID.

Requirements

• 2+ years of experience in Customer Service, Financial Services, or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

• 1+ year of experience in Merchant Services or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• A basic understanding of Know Your Customer regulations.
• Client support, onboarding, and/or Add Location onboarding account management experience.
• Ability to identify creative solutions to support service quality initiatives.
• Knowledge and understanding of back-office support in the financial industry.
• Experience managing a pipeline of work from assignment to completion.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to exercise independent judgement to identify and resolve problems.
• Ability to process complex transactions and perform extensive research to resolve complex customer issues.
• Strong analytical skills with high attention to detail and accuracy with a sense of urgency.
• Experience navigating through ambiguity.
• Ability to effectively listen and elicit information.
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important.
• Ability to work effectively, as well as independently, in a team environment.

Responsibilities

• Identify opportunity for process improvements within the customer service functional area.
• Review and analyze basic or tactical assignments related to Customer Service deliverables, prepare marketing proposals, and assist with special projects relating to product conversions and new product development.
• Present recommendations for resolving low to moderately complex situations and exercise some independent judgment while developing expertise in the policies, procedures, and compliance requirements.
• Provide information to functional colleagues, internal partners, and stakeholders, including internal or external customers.
• Proactively manage your own queue of Add Locations requests for internal Sales and Sales Support people for Wells Fargo Merchants.
• Utilize analytical thinking to evaluate submissions and ensure clear direction prior to managing the data entry process for onboarding a new MID.

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