Customer Service Specialist

The Treasury Implementation Consultant is responsible for managing the end-to-end onboarding process for clients requiring Treasury Management services within the UK. This includes handling documentation, providing system demonstrations, setup and support, and maintaining close collaboration with internal stakeholders such as Compliance, Legal, and Sales. The role is client-facing and requires a high level of professionalism, attention to detail, and strategic thinking to ensure a seamless onboarding experience.

Responsibilities

• Prepare, send, and receive a wide range of client documentation including account opening forms, product enrolment forms, Welcome Packs, Terms and Conditions, Board Resolutions, and Certificates of Incumbency.
• Support Relationship Managers and Sales teams throughout the onboarding process to ensure a positive and efficient client experience.
• Liaise with internal teams across the US and EMEA regions, including Legal, Compliance, Tax, Operations, and Product Partners, to ensure timely delivery of onboarding milestones.
• Facilitate client setup on Wells Fargo systems, including access provisioning and training on electronic channels via remote sessions or in-person meetings.
• Attend client meetings with Sales colleagues to deliver implementation project updates.
• Conduct handovers to relevant Wells Fargo teams such as European Customer Care.
• Drive client feedback through satisfaction surveys and incorporate insights into process improvements.
• Manage complex implementation projects and provide strategic input to improve Treasury Management operations.
• Challenge inadequate processes and propose effective solutions.
• Provide regular updates to clients via email and conference calls.
• Identify and challenge inadequate processes, proposing effective solutions to improve efficiency and client satisfaction.

In addition to the responsibilities listed above, employees may be required to perform other duties as reasonably requested. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture, which 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), including following and adhering to Wells Fargo policies and procedures, fulfilling risk and compliance obligations, timely escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, and making sound risk decisions consistent with the business unit's risk appetite and all risk and compliance program requirements.

Qualifications

• Experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• Subject matter expertise in Treasury Management onboarding processes, with the ability to guide and support team members.
• Proven experience in delivering exceptional client service and resolving issues collaboratively with internal partners.
• Strong understanding of legal documentation and international business practices, including FX and payments.
• High attention to detail and ability to manage multiple priorities under pressure.
• Self-motivated and flexible, with a proactive approach to supporting colleagues and management.
• Ability to raise risk awareness and contribute to a culture of compliance and operational excellence.
• Excellent prioritization and organizational skills.
• Proficient in Microsoft Office applications, particularly Excel and Word.
• Experience in client training and system demonstrations is highly desirable.
• Strong knowledge of UK clearing products and services (e.g., BACS, Credit Cards, Direct Debits) is preferred.
• Excellent communication, negotiation, and interpersonal skills, with the ability to work effectively across all levels of the organization.