Business Relationship Support Specialist - Team Lead, GPL Dedicated Client Service

Wells Fargo • Des Moines, IA

66d

About The Position

Wells Fargo is seeking a Business Relationship Support Specialist - Team Lead in Global Payments & Liquidity (GPL) as part of Enterprise Functions. In this role, you will be accountable for a complex portfolio of customers and share leadership responsibilities with managers to oversee a portfolio of accounts. You will identify opportunities for process improvements within the portfolio, review and analyze the decision process for customer accounts, and evaluate the profitability and risk of the designated portfolio. Additionally, you will verify compliance and report identified issues for resolution, make decisions on complex customer issues, and partner with managers to resolve issues while providing status updates on implementations. You will develop expertise in the policies, procedures, and compliance requirements, handle complex customer issues including escalation and resolution, lead the team, and serve as a subject matter expert for the department. Collaboration with peers, colleagues, and managers will be essential to resolve issues and achieve goals, while also interacting with internal customers and receiving direction from leaders.

Requirements

• 2+ years 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

• 2+ years of leadership experience in GPL, financial services or customer service environment
• Strong knowledge and understanding of GPL products and services
• Expert knowledge of GPL tools and applications (Ex: UAM, Service View, Hogan)
• Demonstrated change management skills with the ability to grow a highly efficient team
• BS/BA degree or higher
• Intermediate Microsoft Office skills, including Excel, Word and Power Point
• Excellent verbal, written, and interpersonal communication skills
• Ability to work in a fast paced, deadline driven environment
• Strong analytical skills with high attention to detail and accuracy
• Proven problem solving and decision-making skills
• Proven ability to partner with internal and external partners to meet the needs of the customer

Responsibilities

• Be accountable for a complex portfolio of customers
• Share leadership role with managers to oversee a portfolio of accounts
• Identify opportunity for process improvements within the portfolio
• Review and analyze the decision process for customer accounts and evaluate the profitability and risk of designated portfolio
• Verify compliance and report identified issues for resolution
• Make decisions on complex customer issues
• Partner with managers to resolve issues and provides status updates on implementations
• Develop expertise in the policies, procedures, and compliance requirements
• Handle complex customer issues which include escalation and resolution
• Lead team and serve as a subject matter expert for the department
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees