Treasury Technical Support Analyst

Wells Fargo
Published
May 15, 2022
Location
El Monte, CA
Category
Job Type

Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Technical Support Analyst within Commercial Banking-CE4B. Learn more about the career areas and lines of business at wellsfargojobs.com

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Provides support and consultation to small business, middle-market, and corporate end-users related to the implementation and use of various e-commerce applications, mainly through the Commercial Electronic Office (CEO) used by these clients to manage receivables, initiate payment transactions, and produce reporting. Through two contact centers on each coast, CC4B Technical Support provides this support across 45+ products to both internal customers including, customer service, sales officers, relationship managers, product management, technology/operations, as well as directly to our external customers, the application end-users, and their respective IT personnel.

In this role, you will:

  • Providing intermediate to advanced level of technical support and consultation to end-users and internal servicing agents for commercial banking online products and applications. Examples include but are not limited to; internet browser markup/scripting/display issues, transactional inconsistencies, associated application hardware support, network connectivity, and technical mechanics of application workflows.
  • Interprets, evaluates, and resolves where possible telephone, email, and internally assigned inquiries pertaining to the functional operation of all installed and supported applications, including associated hardware and software
  • Analyzes moderately complex inquiries and determines appropriate steps to resolve problems with treasury management applications. Consults with more experienced technical support staff or management when appropriate course of action is unclear.
  • Maximizing performance and efficiency for application end-users. This support can be related to specific product or client's application usage within the CEO portal in general. Resolution is achieved through a combination of technical setting adjustments in the user's environment, as well as more general tips and consultation about efficient and effective use of treasury online applications.
  • Responsible for monitoring production issue trends and communication of client reported defects or other feedback. In this role, team members are responsible for bringing global system outages or client reported application defects to management's attention, as well as capturing necessary information from the end-user to assist technology teams in troubleshooting or analysis.
  • Creating a positive client experience for customers engaging the team for treasury application technical support. This experience is measured by direct surveys sent to users the consultant has supported. Whether a technical solution is available or not, it is paramount the client has the best experience possible by providing all alternatives and accurate delivery of technical information.
  • Act as a liaison between customer and product management/technology development teams for complex issues to coordinate satisfactory technical issue resolution

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
  • Experience in one or a combination of the following: technical support, e-commerce application support, or e-commerce development experience
  • Direct end user support or customer service experience

Desired Qualifications:

  • A BA/BA degree or higher in information technology
  • CompTIA A+ certification
  • Microsoft Technology Associate (MTA)
    (Windows Operating System Fundamentals)
    (Networking Fundamentals)
  • Understanding of computer networking, including but not limited to: local area networks (LAN), wide area networks (WAN), internet service provision (ISP), internet protocol (IP), local machine and group security policies, firewalls, and web proxy/content filtering.
  • Advanced understanding of end-user operating systems, Windows 10, and MacOS.
  • Advanced understanding of settings in web browsers such as Microsoft Edge, Mozilla Firefox, Google Chrome, and Safari.
  • Advanced understanding of smartphones and tablets, including Apple iOS and Android OS, using both native application and web-based functions.
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills
  • Knowledge and understanding of treasury management industry products and services
  • Excellent verbal, written, and interpersonal communications skills.
  • Proven success in problem analysis and resolution with strong attention to detail and accuracy.
  • Strong organizational skills; ability to multi-task and work in a deadline driven environment.
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Ability to work in a fast paced deadline driven environment
  • Microsoft Certified Solutions Expert (MCSE)
  • CompTIA Network+
  • Apple Certified iOS Technician (ACiT)
  • Apple Certified Mac Technician (ACMT)

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.

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