Client Beneficiary Services Associate

Morgan Stanley • Sandy, UT

11d

About The Position

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 ETRADE 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.

Requirements

• 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 ETRADE policies and procedures

Nice To Haves

• Series 7 and 63 preferred, but not required
• ETRADE Trader Certification
• Completion and successful passing of a skills competency assessment in one or more of the specialty areas described above

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
• 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 ETRADE 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
• 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

Benefits

• Ample opportunity to move about the business for those who show passion and grit in their work.
• Attractive and comprehensive employee benefits and perks in the industry.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed