Alternative Investments Middle Office Service Manager
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Overview
Job Description
About this role:
Wells Fargo is seeking an Alternative Investments Middle Office Service Manager (Customer Service Manager) to join the Wealth & Investment Management organization. This leader will manage a high-touch Middle Office service team supporting complex Alternative Investment inquiries and delivering an exceptional experience for Financial Advisors working with High‑net‑worth (HNW) and Ultra‑high‑net‑worth (UHNW) clients.
Learn more about our career areas and business divisions at WellsFargoJobs.com.
In this role, you will:
- Lead, mentor, and develop a team of Alternative Investment Middle Office Support Consultants providing specialized, high-touch support for Alternative Investment processes.
- Resolve escalated issues related to the most complex HNW/UHNW accounts.
- Engage and collaborate with key internal stakeholders and business partners related to Alternative Investment experience
- Identify and recommend improvements to products, service standards, productivity goals, growth opportunities, and risk controls.
- Make decisions and resolve escalated inquiries to meet business objectives and ensure consistent client satisfaction.
- Assist with developing tracking, monitoring, and reporting capabilities.
- Manage special projects focused on service improvements and operational excellence.
- Support Alternative Investments leadership by communicating, implementing, and enforcing firm operational policies and procedures.
- Lead the team in delivering on Client Experience fundamentals and ensuring a comprehensive, high-quality service 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:
- Knowledge of Alternative Investment products
- Experience with the iCapital platform (or similar Alternative Investments trading platform)
- Strong operational expertise in customer service or client support strategies
- Demonstrated leadership capability
- Ability to assess issues, make decisions quickly, implement solutions, and influence change
- Effective change management skills
- Strong customer service orientation with the ability to balance needs of clients, shareholders, and team members
- Proficiency with Microsoft Office applications
Job Expectations:
- Specific compliance policies may apply regarding outside activities or personal investing. If selected, candidates will provide required information to the Wells Fargo Personal Account Dealing Team and must comply with applicable policies. Additional details will be shared during the recruitment process.
- This position is not eligible for Visa sponsorship.
Posting Location:
- 550 S. Tryon Street - Charlotte, NC 28202
Posting End Date:
8 Mar 2026*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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