Customer Service Specialist

About this role:

Wells Fargo is seeking a Customer Service Specialist to join the Alternative Investments Middle Office team within Wealth and Investment Management. The team services Alternative Investment trades for the field, assists advisors on inquiries and resolves escalated issues.

Responsibilities include responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. The Specialist will respond to inquiries, resolve problems, and provide a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

In this role, you will:

• Assist the field with questions on the Alternative Investment products through phone, email, and other inquiries
• Assist the business with project work and education to the field on Alternatives
• Provide support to internal and external customers in account management, operations, documentation, and technical support
• Act as a primary support person for the customer and internal partners supporting customer services
• Provide information to managers as well as internal and external customers to resolve advisor issues
• Ability to de-escalate and resolve complex issues
• Train and mentor other team members

Required Qualifications:

2+ years of experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience working in Alternative Investments
• Experience working within financial services
• Ability to answer phones in a professional and friendly manner, demonstrating effective communication, de-escalation, and customer service skills
• Ability to consult, build, and maintain solid working relationships in and outside of immediate department
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Experience troubleshooting and resolving customer issues
• BS/BA Degree

Job Expectations:

• This position is not eligible for Visa sponsorship

Posting Locations:

• 550 South Tryon Street - Charlotte, NC
• Relocation assistance is not available for this position.

Posting End Date:

*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 units 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.