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 aRegistered Client Resolution Associateto assist with deescalating and resolving client complaints.

The Registered Client Resolution Associatewillprovide industry leading service to Morgan Stanley institutional client participants and retail clients to enhance the client experience bypartnering 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 complaintsProactively communicating with clients by phone and/or email in order to provide a high level of service on escalated issuesProcess and follow up on stock plan requests to ensure resolution in a timely mannerSet appropriate expectations with clients and ensure consistent follow-upProvide world class customer service to both internal and external clients in all interactionsResearch and resolve complex issues with clients accurately and in a timely mannerLeverage Morgan Stanley Shareworks/Legacy systems and ensure all interactions are appropriately entered and documentedWork closely with the Principal Reviewer Team to close out complaints in a timely mannerActively manage, monitor, and document daily case load by utilizing various technology resourcesAbility to handle a high volume of requests in a fast-paced environmentApply Firm verification policies for all clients to avoid identity theft and fraudulent activityKeep current on SEC/FINRA, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigationOther ad hoc duties as assigned

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 aRegistered Client Resolution Associateto assist with deescalating and resolving client complaints.

The Registered Client Resolution Associatewillprovide industry leading service to Morgan Stanley institutional client participants and retail clients to enhance the client experience bypartnering 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 complaintsProactively communicating with clients by phone and/or email in order to provide a high level of service on escalated issuesProcess and follow up on stock plan requests to ensure resolution in a timely mannerSet appropriate expectations with clients and ensure consistent follow-upProvide world class customer service to both internal and external clients in all interactionsResearch and resolve complex issues with clients accurately and in a timely mannerLeverage Morgan Stanley Shareworks/Legacy systems and ensure all interactions are appropriately entered and documentedWork closely with the Principal Reviewer Team to close out complaints in a timely mannerActively manage, monitor, and document daily case load by utilizing various technology resourcesAbility to handle a high volume of requests in a fast-paced environmentApply Firm verification policies for all clients to avoid identity theft and fraudulent activityKeep current on SEC/FINRA, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigationOther ad hoc duties as assigned

Required Qualifications

Contact center or call center experienceActive Licenses:Series 7Series 661 year of experience in the financial services industryAny demonstrated experience with de-escalations or handling escalations from client issue to resolutionReside within a commutable distance to either our Gilbert, AZ or Tampa, FL location

Soft Skills

Strong organizational skillsProblem solving skillsGood 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,

Required Qualifications

Contact center or call center experienceActive Licenses:Series 7Series 661 year of experience in the financial services industryAny demonstrated experience with de-escalations or handling escalations from client issue to resolutionReside within a commutable distance to either our Gilbert, AZ or Tampa, FL location

Soft Skills

Strong organizational skillsProblem solving skillsGood 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,

false