POSITION SUMMARY:

Beneficiary Services Manager is a specialized team within E*TRADE designed to assist with the processing of client accounts during the Inheritance process.   

The Beneficiary Services Manager will be responsible to supervise, manage and support a team who serve as the key point of contact for clients, as well as partnering with internal stakeholders to drive strategic projects. The position is ideal for an individual who is innovative, hardworking, and can thrive in a fast paced work environment. 

DUTIES and RESPONSIBILITIES:

•       Responsible for overseeing the team with a focus on client service, consistency, quality, and compliance with Firm policies and procedures

•       Responsible for the supervision of support staff, including managing their training and development

•       Manage the transition of assets for individual clients through the legacy transfer process from beginning to end

·       Manage the oversight and distribution of incoming workload from internal and external clients

·       Determine appropriate next steps in the process  and align work among the staff  based on skill level and expertise

·       Consistently manage service levels for phone and case processing time

·       Manage internal tracking system for data accuracy and daily reporting monitoring

•       Provide world class customer service to both internal and external clients in all interactions

•       Serve as the primary escalation contact, assisting associates with client service requests to ensure completion

•       Manage and ensure team operates in line with internal Service Level Agreements by setting appropriate expectations with clients and beneficiaries

•       Research and resolve problems with both internal and external clients accurately and in a timely manner

•       Leverage E*TRADE systems to ensure all case interactions are appropriately entered and documented

•       Keep current on SEC/FINRA, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigation

•       Participate in projects and/or remediation efforts as needed including pilot programs

•       Stay current on knowledge of strategic initiatives, technology, and job responsibilities within E*TRADE and the general financial industry

Additional requirements may include:

•       Series 7, 8 (or 9 and 10) and 66 required (or 63 & 65, or 99)

EDUCATION and EXPERIENCE

•       Bachelor’s degree required or equivalent education or experience

•       5+ years industry experience preferred

KNOWLEDGE and SKILLS

•       Effective written and verbal communication skills

•       Experience in managing a phone team or call center management

•       Excellent interpersonal and client service skills

•       Exceptional organizational and conflict resolution skills

•       Ability to manage relationships, motivate and lead groups of people at various levels

•       Evidence of strong leadership capabilities and previous supervisory experience

•       Basic knowledge of E*TRADE systems and procedures

•       Working knowledge of the Wealth Management industry

•       Be self-motivated and able to work in a strong team and high activity environment

•       Ability to partner with other locations to ensure a cohesive business experience for all clients

Role is Hybrid and will require in office attendance 3 days/week.

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).