Business Relationship Support Associate - Specialty Technical Support Analyst

About This Role

Wells Fargo is seeking a Business Relationship Support Associate - Specialty Technical Support Analyst in Global Payments & Liquidity (GPL) as part of Enterprise Functions. Learn more about the career areas and lines of business at wellsfragojobs.com.

Responsibilities

• Provide technical support and consultation to financial institution customers related to the use of various e-commerce applications, mainly accessed through the Wells Fargo Vantage platform.
• Support specialized applications such as CyberSuite, Vantage Lending Management, Cash Vault, Account Validation Service, Centralized Disbursements Manager, Image File Import, and Trust Portfolio Reporting.
• Interpret, evaluate, and resolve telephone, email, and internally assigned inquiries pertaining to the functional operation of installed and supported applications, including associated hardware and software.
• Analyze moderately complex inquiries and determine appropriate steps to resolve problems with treasury management applications. Escalate issues to team lead, management, or production support teams as necessary.
• Monitor production issue trends and communicate client-reported defects or other feedback to technology teams.
• Create a positive client experience for customers engaging the team for treasury application technical support.
• Participate in after-hours business validation following production releases. Coordinate with management and technology teams to develop and execute the validation plan. Document outcomes and inform product partners of any abnormal application behavior and work directly with technology teams and TMIM to validate the application if code is required to be backed out.

Requirements

• 6+ months of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• Desired qualifications include experience in technical support, e-commerce application support, or e-commerce development experience; knowledge and understanding of treasury management industry, products and services; knowledge of Vantage specialty applications/platforms; 4-year College Degree in a Technology or Business-related field or 2-year degree in Technology related field; Intermediate Microsoft Office (Word, Excel, and Outlook) skills; Excellent verbal, written, and interpersonal communication skills; Strong organizational, multi-tasking, and prioritizing skills; Ability to work effectively in a team environment and across all organizational levels; Strong telephone and email etiquette skills; Understanding of computer networking, including LAN, WAN, ISP, IP, local machine and group security policies, firewalls, and web proxy/content filtering; Advanced understanding of end-user operating systems, such as Windows 10/11, and Mac OS; Advanced understanding of commercial web browsers such as MS Edge, Mozilla Firefox, Google Chrome, and Safari; Advanced understanding of smart phones and tablets, including Apple iOS and Android OS, using both native application and web-based functions; CompTIA A+, Net+, and/or Security+ certification; Bilingual (English/Spanish) preferred.

Qualifications

• Position hours are Monday - Friday 8:00 AM - 5:00 PM; however, must be available to work evenings and weekends, based on business need for production validation events or coverage needs.
• This position offers a hybrid work schedule.
• This position is not eligible for VISA sponsorship or transfer of VISA sponsorship.
• 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.

Job Expectations

• Flexibility with work hours is required, as hours may be subject to change.
• This position is located at 1525 W W T Harris Blvd - Charlotte, NC 28262.
• The salary range for this position is $25.48 - $37.98 hourly.

Benefits

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.

Pay

Salary Range $25.48 - $37.98 Hourly range

Schedule

Position hours are Monday - Friday 8:00 AM - 5:00 PM; however, must be available to work evenings and weekends, based on business need for production validation events or coverage needs.

Location

1525 W W T Harris Blvd - Charlotte, NC 28262