Client Beneficiary Services Associate

Beneficiary Services Representative

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 E*TRADE 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.

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

Essential Job Functions

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 E*TRADE 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

Other Position Responsibilities

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

Minimum Required Skills:

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 E*TRADE policies and procedures

Series 7 and 63 preferred, but not required

E*TRADE Trader Certification

Completion and successful passing of a skills competency assessment in one or more of the specialty areas described above

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.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.