The Beneficiary Services Representative position focuses on addressing and resolving customer estate conversions. You will track and manage the migration of a deceased customer's accounts to their legal heir(s). The case creation and resolution process will include accurately advising clients of their case requirements, responding timely to voicemails and emails from clients, keeping cases updated while progressing through the asset re-registration process and actively enhancing the client experience through relationship management. You will provide Beneficiaries/Executors/Trustees/Heirs with the necessary service to help ensure the smooth transition of assets and allow the appropriate parties to gain access to those assets in a timely manner.
We’re seeking someone to join our team as an Associate Professional, P2 in the Client Service & Relationship Management.
Morgan Stanley is an industry leader in financial services, known for mobilizing capital to help governments, corporations, institutions, and individuals around the world achieve their financial goals.
In the Operations division, we partner with business units across the Firm to support financial transactions, devise and implement effective controls and develop client relationships, driving strategic automation solutions by embracing a transformation mindset and challenging the status quo.
This is an Associate Professional 2 within Client Service & Relationship Management, which is responsible for managing internal and external client relationships. We do this by engaging in client service activities, optimizing the client experience, and managing vendor/external business partner relationships.
Morgan Stanley Salt Lake has been rooted in the community since 1997 and supports the Firm’s global Wealth Management, Operations and Technology divisions. With the recent acquisitions of E*TRADE and Solium, Morgan Stanley super-charged its Wealth Management and Corporate and Institutional Solutions businesses to deliver a first-class experience for investors, traders and institutional clients and participants. Our talented teams have established strategic centers of excellence and earned multiple awards, including J.D. Power Customer Service Certification for more than 5 years. We proudly give back to local nonprofit organizations in Salt Lake by offering up our unique skillsets, thousands of volunteer hours and dedicated financial support.
RESPONSIBILITIES
Support customers by providing guidance, education, and necessary information to re-register assets upon the death of an account holder
Opening, processing, and resolving estate cases that are part of your case work and queue
Work closely with additional business partners in Legal, Tax & Retirement, Maintenance Operations, Estate Operations, Principal Review and New Account Operations to resolve estate cases
Communicate with customers via telephone, email, and secure message regarding open estate case(s) and case requirement
Make outbound calls to customers to communicate updated case information and/or additional case requirements
Service inbound call inquiries from customers regarding active and new estate cases
ESSENTIAL JOB FUNCTIONS
Through extensive experience, meticulous research, and leveraging all resources available; the Beneficiary Services team uses their wealth of knowledge to support customers with all death related inquiries.
Each associate is expected to carry out their duties with attention and adherence to E*TRADE core values: Security, Accuracy, Courtesy, Ownership, Enhancement, and Efficiency.
Interact with customers daily through various communication channels
Respond to and perform research on inquiries within area of expertise
Manage a fluctuating case load and customer follow ups
Communicate clearly and professionally with customer service and operations business partners to efficiently resolve customer requests.
Gain in depth knowledge of estate processing to resolve issues relating to these requests
Gain in depth knowledge of the estate regulations for various jurisdictions
OTHER POSITION RESPONSIBILITIES
Assisting in outbound customer contact regarding advanced product information
Involvement in departmental training activities
Interacting with a wide variety of business partners regularly during the process of problem resolution
Performs secondary duties as defined by Supervisor within their area of specialty
MINIMUM REQUIRED SKILLS:
Expert ability to remain calm and communicate with professionalism in a volatile business environment with minimal supervision
Outstanding oral and written communication skills
Positive and professional customer service attitude
Action oriented mindset with a demonstrated ability to remain focused to meet or exceed production goals
Complete understanding of the securities industry and a thorough understanding of advanced product information
Exceptional experience, knowledge, and skill demonstrated with a high level of performance in current job assignment
Ability to work flexible shift assignments and additional hours as required when business needs dictate
Demonstrated knowledge of E*TRADE policies and procedures
Minimum Required Education, Certification, Training:
Series 7 and 63 preferred, but not required
E*TRADE Trader Certification
Completion and successful passing of a skills competency assessment in one or more of the specialty areas described above
We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values — putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back — that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. Our Firm is differentiated by the caliber of our diverse team, while our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry.
WHAT YOU CAN EXPECT FROM MORGAN STANLEY:
We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.
To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.
Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.
It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).