6911 Multi-channel Jobs

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

 As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Morgan Stanley’s Virtual Client Solutions (VCS) business is seeking a Registered Client Resolution Associate to assist with deescalating and resolving client complaints.

The Registered Client Resolution Associate will provide industry leading service to Morgan Stanley institutional client participants and retail clients to enhance the client experience by partnering with a Qualified Delegate to research escalated requests and determine the best course to resolve. This is a phone-based role that will require the associate to engage with clients to acknowledge their concerns and take ownership of their service requests. They will identify areas of opportunities for the business and promptly escalate risk items to the appropriate departments. The associate will work on projects and/or remediation efforts as outlined by the branch.  

The ideal candidate enjoys connecting with people and providing insights and assistance across the scope of Morgan Stanley’s products and solutions in a professional and efficient manner – all while staying up to date on both company products and services and broader trends in the industry. They enjoy investigating and identifying root cause trends. They should be confident with deescalating, adaptable, excellent at problem solving, organized and able to multi-task.

This role is available at either of our Gilbert, AZ or Tampa, FL office.

Key responsibilities:

• Providing support to clients to resolve extraordinary issues and client complaints
• Proactively communicating with clients by phone and/or email in order to provide a high level of service on escalated issues
• Process and follow up on stock plan requests to ensure resolution in a timely manner
• Set appropriate expectations with clients and ensure consistent follow-up
• Provide world class customer service to both internal and external clients in all interactions
• Research and resolve complex issues with clients accurately and in a timely manner
• Leverage Morgan Stanley Shareworks/Legacy systems and ensure all interactions are appropriately entered and documented
• Work closely with the Principal Reviewer Team to close out complaints in a timely manner
• Actively manage, monitor, and document daily case load by utilizing various technology resources
• Ability to handle a high volume of requests in a fast-paced environment
• Apply Firm verification policies for all clients to avoid identity theft and fraudulent activity
• Keep current on SEC/FINRA, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigation
• Other ad hoc duties as assigned

Required Qualifications

• Contact center or call center experience
• Active Licenses:
  • Series 7
  • Series 66
• 1 year of experience in the financial services industry
• Any demonstrated experience with de-escalations or handling escalations from client issue to resolution
• Reside within a commutable distance to either our Gilbert, AZ or Tampa, FL location

Soft Skills

• Strong organizational skills
• Problem solving skills
• Good communication skills both verbal and written

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).

Keywords: Series 7, Series 66, licensed,  Tampa, Gilbert, call center, client center, escalations, resolution,