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Wells Fargo · 1 day ago

Customer Service Manager - Alternative Investments

Charlotte, NC

Full-time

Onsite

Mid, Senior Level

4+ years exp

Wells Fargo is seeking a Customer Service Manager to join the Alternative Investments team within Wealth and Investment Management. The role involves managing a team of Customer Service Representatives, resolving escalated customer inquiries, and ensuring customer satisfaction while collaborating with various internal partners.

BankingFinancial ServicesFinTechInsurancePayments

No H1B

Responsibilities

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

Qualification

Customer Service ManagementAlternative Product KnowledgeLeadership ExperienceICapital System KnowledgeOperational UnderstandingChange Management SkillsCustomer Service FocusMicrosoft Office SkillsLeadership Skills

Required

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