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
- 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
- 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
- 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.
- 550 South Tryon, Charlotte, NC
21 Dec 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.
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What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.0 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations.
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At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S.
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. © 2025 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked in the top 3 on the 2025 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
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