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

Wells Fargo Bank•Des Moines, IA

8h•Hybrid

About The Position

Wells Fargo is seeking a Business Relationship Support Specialist (Team Lead) as part of Global Payments & Liquidity Dedicated Client Services. In this role, you will be accountable for a complex portfolio of customers, sharing a leadership role with managers to oversee a portfolio of accounts. You will identify opportunities for process improvements, review and analyze the decision process for customer accounts, and evaluate the profitability and risk of your designated portfolio. You will also verify compliance, report identified issues for resolution, and make decisions on complex customer issues. You will partner with managers to resolve issues and provide status updates on implementations, developing expertise in policies, procedures, and compliance requirements. This role involves handling complex customer issues, including escalation and resolution, and serving as a subject matter expert for the department. You will collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals, interact with internal customers, and receive direction from leaders while exercising independent judgment. You will develop the knowledge to understand function, policies, procedures, and compliance requirements.

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
Strong knowledge of Treasury Management products and services
Ability to coach, train, and develop workforce
Comfort in giving real time and constructive feedback
Strong customer service experience/etiquette
Ability to perform root cause analysis to remedy issues
BS/BA degree or equivalent work experience
Ability to work in a fast paced, deadline driven, environment
Excellent verbal, written, and interpersonal communication skills
Proven problem solving and decision making skills
Strong organizational, multi-tasking, and prioritizing skills
Strong computer skills, including MS Excel, Word, and Power Point
Proven ability to partner with internal and external partners to meet the needs of the customer
Demonstrated change management skills with the ability to grow a highly efficient team

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