Customer Service Manager - Alternative Investments

About this role:

Wells Fargo is seeking a Customer Service Manager to join the Alternative Investments team within Wealth and Investment Management as part of Wells Fargo Advisors. Learn more about the career areas and business divisions at wellsfargojobs.com .

In this role, you will:

• Manage and develop a team of Customer Service Representatives who provide high touch to complex customer support on how to do Alternative Investments and engage key stakeholders and business partners associated with customer service
• Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
• Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
• Interpret and develop standards and goals for customer service
• Collaborate and consult with more experienced management, internal partners, relationship managers, and colleagues to ensure customer satisfaction
• Interact directly with Wells Fargo field
• Mentor, train, and guide talent development of direct reports and assist in hiring talent
• Resolve escalated customer service issues and inquiries related to the most complex accounts for HNW / UHNW clients
• Assist with the development of tracking and monitoring reports
• Oversee management responses to high-level customer delinquencies, defaults, or other problems
• Manage special projects related to service improvements
• Understand client needs and collaborate with other partners when appropriate, including Operations, Compliance, Vendors, Centers of Excellence, etc.
• Assist Alts Leadership with communicating, implementing, monitoring, and enforcing firm operational policy and procedures and ensure adherence to these policies and procedures
• Lead the client service team in delivering on the Client Experience fundamentals, sharing the benefits, and creating a total client experience

Required Qualifications:

• 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of leadership experience

Desired Qualifications:

• Alternative Product knowledge
• iCapital system knowledge and experience
• Expert operational understanding and experience in customer service/client support servicing initiatives and strategies
• Strong leadership skills
• Ability to assess issues, make quick decisions, implement solutions, and influence change
• Strong change management skills
• Customer service focus with the ability to balance needs of clients, shareholders, and team members
• Excellent Microsoft Office skills

Job Expectations:

• Specific compliance policies may apply regarding outside activities and/or personal investing; affected employees will be expected to provide information to the Wells Fargo Personal Account Dealing Team and abide by applicable policy requirements if hired. Information will be shared about expectations during the recruitment process.
• This position is not eligible for Visa sponsorship.

Posting Location:

• 550 South Tryon, Charlotte, NC

Posting End Date:
11 Nov 2025
*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 .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Client-provided location(s): Charlotte, NC

Job ID: WellsFargo-R-497302

Employment Type: FULL_TIME

Posted: 2025-10-22T18:08:42