Complaints Intake Specialist, Associate, Coverage Advisory

We’re seeking someone to join our team as a Associate in the Legal and Compliance Division.

In the Legal & Compliance division, we assist the Firm in achieving its business objectives by facilitating and overseeing the Firm’s management of legal, regulatory and franchise risk.

This is an Associate level position within the Coverage Advisory team.
 

Since 1935, Morgan Stanley is known as a global leader in financial services, always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What you'll do in the role:

• Reviewing and processing customer complaints/correspondence including reviewing incoming client communications and identifying those that meet the definition of a customer complaint

• Analyze incoming customer complaints to identify problems and products and apply internal classifications based upon complaint allegations

• Tracking complaints including regulatory complaints as they are received by the Firm, including monitoring mailboxes for newly served complaints

• Continuing to enhance deep subject matter expertise in investment banking products and customer complaints handling

• Checking for previous related matters in the matter management system

• Running searches in Firm systems using various criteria's

• Creating a new record for such matters in the Firm's matter management system

• Maintaining lifecycle in the matter management system - ensuring complaints are tracked, logged, assigned within SLA's and regulatory timelines

• Assisting in accurately distributing incoming matters within and outside of the groups

• Running reports in the Firm's matter management systems and assist with ad-hoc requests

What you'll bring to the role:

• 3-5 years of experience

• Solid track record working in a professional environment

• Prior experience with review, analysis, and reporting of customer complaints

• Knowledge

• Familiarity with identifying legal documents, customer complaints and separating them from other correspondence

• Basic understanding and exposure of US terminologies will be preferred

• Basic knowledge of products/services related to customer complaints, banking products and wealth management preferred

• Should exhibit comfort working with technology and the ability to learn and display proficiency on Firm's systems and programs

• Proficient with MS Office (Excel proficiency is required - specific focus on Excel macros)

• Experience with or knowledge of AI related tools is a strong plus

Skills and Qualities

• Excellent verbal and written English communication skills - ability to effectively correspond with various groups and senior professionals over email and the telephone

• Experience in stakeholder management, people management with excellent interpersonal skills and the ability to work effectively with colleagues across regions and Business Units

• Ability to think and research independently, form opinions and make decisions

• Pragmatic and analytical problem-solving skills - candidate needs to consistently apply sound judgment

• Ability to anticipate ahead of time and escalate issues as appropriate

• Attention to detail, excellent organizational skills, and the ability to effectively handle a fast-paced environment

• Successfully meet established deadline requirements - display efficient time management skills

• Team player who can successfully manage multiple projects and priorities

• Ability to identify and recommend process efficiencies

• Coverage

• Monday to Friday from 11:30 AM to 8:30 PM India time

• Coverage is dependent on business needs, so flexibility is expected

• Full day's coverage may be required during some Indian holidays

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 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 is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.