Business Relationship Support Specialist - Client Service Officer

Job Title

In this role, you will:

1. Be accountable for a complex portfolio of customers.
2. Share leadership role with managers to oversee a portfolio of accounts.
3. Identify opportunity for process improvements within the portfolio.
4. Review and analyze the decision process for customer accounts and evaluate the profitability and risk of designated portfolio.
5. Assist with customer onboarding, due diligence and other associated risk management matters where required.
6. Verify compliance and report identified issues for resolution.
7. Independently, proactively and effectively manage customer issues, monitors overdrafts, confirms additional source of funds and partners with managers in decision making process.
8. Act as the customers' main point of contact for operational questions and handle complex customer issues including escalation and resolution.
9. Provide the same standard of customer care to our internal team members, who may in turn be servicing Wells Fargo's financial institution customers in various countries across the globe.
10. Manages "owning the customer experience" approach and effectively executes on all standard protocols regarding interactions with customers.
11. Conducts customer courtesy calls, by phone, promote relationship building and a positive customer experience during customer interactions and identify cross-sell opportunities.
12. Develop expertise in the policies, procedures, and compliance requirements.
13. Lead team and serve as a subject matter expert for the department
14. Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals

Required Qualifications:

• 2+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience in Business Relationship Support/ Client Services Support, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 2+ years banking experience of international business, preferably payment and trade operation's background and relevant product experience as it applies to financial institution clients.
• Client service experience for financial institutions clients in Hong Kong market is advantage.
• Work collaboratively in a small team with a receptive attitude that allows him/ her to take on additional tasks that ensure the smooth running of a small office.
• Fluent in Cantonese, good English verbal and written communication skills. Mandarin - nice to have
• Strong time management and prioritization, skills and ability to manage multiple assignments concurrently.
• Exhibit strong attention to detail and organization.
• Self-motivated with a strong goal orientation and can work well in a team orientated environment.
• Proficient with MS Office applications (Word, Excel & PowerPoint).