Customer Service Manager - Alternative Investments
About The Position
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
Requirements
- 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
Nice To Haves
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
