Home Loans Client Experience Group, Vice President

Morgan Stanley•Dallas, TX

21d

About The Position

Morgan Stanley is a global financial services leader with three core businesses – Institutional Securities, Asset Management, and Global Wealth Management. Global Wealth Management has almost 16,000 Financial Advisors and Private Wealth Advisors - one of the world’s largest networks of Financial Advisors. Morgan Stanley has expanded its suite of world-class banking and lending products exclusively for Financial Advisors and their clients. In addition to our comprehensive financial services, which include brokerage, investment advisory, financial and wealth planning, annuities, insurance and retirement, Morgan Stanley has enhanced its lending, mortgage, trust and cash management capabilities. The Home Loans business is a key element of the Global Wealth Management strategy. There is continued emphasis on growth in this core product offering. Morgan Stanley continues to make considerable investments in this business in terms of technology, processes, and personnel. This role is for a leader of the Client Experience Group (CEG). The Client Experience Group works closely with Sales and the Home Loans Business Unit to track Client complaints, identify process issues, determine root cause and remediate. The leader of CEG will be responsible for managing the team responsible for investigating, resolving, and reporting on service issues. Additional daily administrative responsibilities will include addressing department e-mails, managing data and reporting, processing/fulfilling service resolutions, and representing the Home Loans Business Unit with control and risk partners, regulators, etc. as needed. Currently, the scope of complaints is origination-only. Eventually, CEG’s scope of work will include handling complaints during origination and servicing therefore this new leader will need experience in building new teams and creating new processes that meet the expanded business needs and objectives.

Requirements

Outstanding written, verbal, interpersonal and analytical skills
Ability to manage processes and/or projects without supervision
Experience leading and/or building teams
Ability to manage key relationships with internal/external stakeholders
Ability to negotiate and influence clients on key deliverables and timelines
Excellent written and verbal interpersonal communication
Ability to quickly analyze a situation, identify the issue, and take accountability for resolution.
Strong organization skills and attention to detail
Meticulous follow-up and follow through
Ability to work under tight timelines
Knowledge of the mortgage originations industry and associated processes, or demonstrated ability to learn quickly
Bachelor’s degree preferred or equivalent relevant experience
10+ years industry experience preferably in Private Banking/Wealth Management

Responsibilities

Oversee the team’s investigation, tracking, and resolution of client experience issues during the origination or servicing of a mortgage loan
Ensure the team is following approved processed to Input, update, and close all inquiries in appropriate proprietary firm systems
Serve as team escalation point for the review and investigation of all allegations pertaining to Client complaints
Ability to interact quickly and professionally in high stress client situations across all levels of Private Bank and Field Management, demonstrating commitment to quality and extraordinary customer service
Assist Home Loans management in reviews of specific inquiries as needed
Act as primary owner and reviewer of CEG-related training materials, policies, and procedures
Supervise and verify the data and reporting produced for senior management and Control and Risk teams
Maintain excellent working relationships with both internal and external partners
Complete additional assignments as directed by management
Partner with Wealth Management Operations Servicing Oversight team to ensure third party servicer is providing best-in-class service to our clients
Experience with handling sensitive client-facing communications (verbal and oral)
Analysis of inbound client complaints to assess trends and remediation opportunities