Assistant Vice President Business Relationship Support Specialist/Customer Care Consultant French Speaking
Wells Fargo · London, United Kingdom · 4d ago
About this role:
Wells Fargo is seeking an experienced Business Relationship Support Specialist / Customer Care Consultant to join our Global Payments and Liquidity Client Service team. We are looking for a fluent French and English speaker with deep expertise in payments products and services to support our French-speaking corporate and institutional clients.
In this role, you will serve as a trusted client partner and key escalation point for payment and treasury-related inquiries, delivering an exceptional client experience across a broad range of payment, liquidity, and treasury management solutions. Working closely with Relationship Managers, Product, Operations, Compliance, Fraud, and Customer Experience teams, you will help ensure seamless service delivery and timely resolution of client needs.
This is an excellent opportunity for a client-focused payments professional to leverage their expertise within a highly collaborative and international team environment. You'll build strong client relationship and contribute to the delivery of best-in-class treasury and payment solutions while supporting some of the firm's most important clients across the region.
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 amendments, cancellations, early release, priority or rejected payments, BCNR, charges and any other format related issues.
Work with both Relationship Managers and Sales in relation to new Clients. Ensure all account opening/closing is handled correctly partnering with GPL Client Experience.
Monitor 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.
Analyse 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 Cash Letter, Check collections, DTD, High value dollar cheque limits and unpaid items.
Demonstrate an in-depth understanding of Wells Fargo’s Payment 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 Sales Consultants, Customer Experience team on planning, pre meeting materials and follow up items, meeting with clients (both phone and in person, as appropriate).
Experience supporting Complex Treasury Management Products (Ex: ECS Product Suite, BAI, International Wires) and utilizing Treasury Management Tools and Applications (Ex: UAM, Service View, Hogan)
Partner effectively with other Wells Fargo groups (sales, product, compliance, operations etc.), assist in any payment related communication and monitor changes in client's payments/volume behaviour.
Demonstrate in-depth knowledge of Wells Fargo’s policies & procedures, including compliance and fraud risks inherent to the business.
Responsibility in ad-hoc projects and activities related to Customer Care for the region, as they arise.
Required Qualifications:
Fluent French and English language skills.
Excellent verbal, written and interpersonal communication skills, with attention to detail.
Flexibility to work CET/UK time zone and may be required to work on European Bank holidays.
Demonstrate ability and dedication to provide high quality Customer Service.
Demonstrate 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.
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.
Desired Qualifications:
In-depth understanding of Payment & Trade products, extensive SWIFT and payment clearing knowledge, with USD clearing experience, ISO 20022.
Detailed working knowledge of Wells Fargo’s IT systems / IT-tools including Workflow, Hogan, Mainframe, PEGA/Showcase, SWIFT messaging, and other tools related to customer care.
Ability to handle multiple priorities and perform well under pressure.
Multilingual (European Languages, German, Spanish, Italian) would be an advantage.
Posting End Date:
8 Oct 2026*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
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 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.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
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