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FIG Customer Care Consultant (Frankfurt)

About this role:

Wells Fargo is seeking a Business Relationship Support Specialist/Customer Care Consultant to join our FIG team in Frankfurt.

In this role, you will:

  • Ensure all clients receive a high standard of customer service, monitoring agreed SLA’s
  • Effectively partner with other Wells Fargo departments to ensure client issues are addressed and escalated using our case management system in a timely manner  
  • Handle all Payment related escalations from either Clients or internal partners.  This could include Cancellations, Early release, Priority or Rejected payments, BCNR, charges and any other format related issues.   
  • Work with both RM’s and GPS in relation to new Clients.  Ensure all account opening/closing is handled correctly partnering with GPS Client Experience. 
  • Monitor daily overdraft reports and rejected transactional payment activity, communicate those to clients and internal partners, monitoring that funds are received and payments executed timely. 
  • Closely engage and cooperate with other offices on Customer Care matters, including sharing issues and/or solutions to commonly raised client inquiries, thus benefiting of the experience from others as well as sharing learnings and best practices with other team members.  As well as assisting to cover other offices or workloads when required. 
  • Understand and anticipate client needs, proactively identify solutions to inquiries and escalate issues to Senior Management as appropriate.
  • Analyze and identify trends in tracking efforts such as Fraud, Ops Risk and Client Experience items for the region, identification of key areas of enhancement or improvement, with suggested opportunities or potential solutions towards continually striving to provide the best possible customer experience. 
  • Ensure all fraud related queries are tracked and reported as per procedures. UAR’s must be raised following guidelines outlined in the procedure. 
  • Proactively obtain and monitor client inquiries and transactional activity, communicate and discuss findings to the relationship and/or appropriate teams.
  • Assist Clients with any Cheque related inquiries, which may include FCS, Cash Letter, Check collections, DTD, High value dollar cheque limits and unpaid items.
  • Assist in implementation and account maintenance (workflows), ensuring review of the updates and billing,  retrieving account information, assisting the relationship team in gathering and preparing analysis to support their activities (that fall in scope of customer care activities such as payment volume fluctuations, etc.). 
  • Demonstrate an in-depth understanding of Wells Fargo’s Payment & Trade products and services and the ability to effectively communicate their applications and benefits to clients and prospects of all levels.
  • Demonstrate a knowledgeable understanding of other Wells Fargo products, services and organizational structure; specifically possessing an understanding of the underlying customer service needs capabilities and functionalities of the core products covered by the Customer Care team.
  • Actively participate in client service reviews, including working with the Regional Customer Care Manager, Relationship Managers and Global Payment Services, Customer Experience team on planning, pre meeting materials and follow up items, meeting with clients (both phone and in person, as appropriate)
  • Partner effectively with other Wells Fargo groups (sales, product, operations etc.), assist in pricing initiatives, communication and monitor changes in client's payments/volume behavior
  • Demonstrate in-depth knowledge of Wells Fargo’s policies & procedures, including compliance and fraud risks inherent to the business  
  • Assist relationship management teams with information needed to address client activity and transactional reviews for compliance requirements
  • Responsibility in ad-hoc projects and activities related to Customer Care for the region, as they arise

Required Qualifications, International:

  • Fluent German language skills
  • Excellent verbal, written and interpersonal communication skills, with attention to detail
  • Flexibility to work CET time zone and may be required to work on UK Bank holidays
  • Demonstrated ability and dedication to provide high quality Customer Service
  • Demonstrated ability working in a multicultural team environment and liaise with multiple offices across the regions.
  • Fast learner, ability to listen and effectively obtain  information,  self-motivated with the ability to work independently and within a team environment
  • Extensive banking experience/working in the financial industry
  • Significant customer facing experience
  • Highly organized, with strong time management skills
  • Strong IT skills and experience in Microsoft Office suite,  as well as navigation of applications and computer systems
  • Working knowledge of Compliance and Risk Management in the banking industry and Wells Fargo’s application of standards

Desired Qualifications:

  • In-depth understanding of Payment & Trade products, extensive SWIFT and payment clearing knowledge, with USD clearing experience
  • Detailed working knowledge of Wells Fargo’s IT systems / IT-tools including Workflow, Hogan,  Mainframe, Intellitracs/PEGA, SWIFT messaging, and other tools related to customer care
  • Ability to handle multiple priorities and perform well under pressure
  • Multilingual (European Languages)

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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