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Alternative Investments Middle Office Service Manager

United States, Charlotte · Job Posted April 23, 2026

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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 5+ 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 have

  • 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

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