Senior Business Relationship Support Professional

5 days ago

Singapore WELLS FARGO BANK, NATIONAL ASSOCIATION Full time
About the Role

We are seeking a highly skilled Senior Business Relationship Support Specialist to join our team in Singapore. This is an exciting opportunity for a professional with strong customer service skills and experience working in financial services.

As a Senior Business Relationship Support Specialist, you will be responsible for providing exceptional customer support to our clients, managing complex customer relationships, and ensuring seamless operational processes. You will work closely with relationship managers and customer support teams to resolve customer issues and improve overall customer satisfaction.

Key Responsibilities:
  • Provide primary servicing responsibility for India market customers and cover other geographies as required.
  • Support complex or large portfolios of customers and share leadership roles with relationship managers and customer support managers.
  • Assist with components of audit or compliance reviews and exams.
  • Maintain policy manuals and business continuity plan documentation.
  • Act as the main point of contact for operational questions and handle complex customer issues, including escalation and resolution.
  • Provide high-quality customer care to internal team members who may be servicing Wells Fargo's financial institution customers globally.
  • Solve issues with various operations centers, internal bank departments, and external vendors.
  • Identify prospective opportunities to market and oversee non-credit products to new or existing customers.
  • Prepare presentations, materials, and serve as a subject matter expert for the department.
  • Manage 'owning the customer experience' approach and effectively execute all standard protocols regarding interactions with customers.
  • Conduct customer courtesy calls by phone, promote relationship building, and provide a positive customer experience during customer interactions and identify cross-sell opportunities.
  • Provide new hire and ongoing systems, processes, policies, and procedures training.
  • Train and mentor less experienced Relationship Associates.
  • Work with relationship managers to structure and execute transactions for complex clients and manage portfolios with high operating exposures.
  • Make decisions on complex customer issues and problems.
  • Partner with customer service managers to resolve issues and provide status updates on implementations.
  • Collaborate with executives, management, relationship managers, and other internal partners or business lines.
  • Mentor less-experienced individuals and assist with their development.
Requirements

To succeed in this role, you will need:

  • 4+ years of business relationship support experience or equivalent demonstrated through work experience, training, military experience, or education.
  • The ability to work collaboratively in a small team with a receptive attitude that allows you to take on additional tasks to ensure the smooth running of a small office.
  • Excellent English verbal and written communication skills.
  • Strong time management and prioritization skills, with the ability to manage multiple assignments concurrently.
  • A high level of attention to detail and organization.
  • Proficiency with MS Office applications (Word, Excel, & PowerPoint).
  • Fluency in Hindi, Tamil, and other main dialects in India, due to interaction with India market and financial institutions clients.

We estimate the salary range for this position to be around $80,000 - $110,000 per annum, depending on qualifications and experience.

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