Associate, Client Experience Group

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 is a client service position, and the primary focus is to investigate and resolve service issues. Additional daily administrative responsibilities will include addressing department e-mails, managing data reporting, processing/fulfilling service resolutions.

Job Description/Position Responsibilities

• Conduct the investigation, tracking, and resolution of client experience issues during the origination or servicing of a mortgage loan
• Input, update, and close all inquiries in appropriate proprietary firm systems; file and catalogue all supporting inquiry documentation
• Review/investigate allegations pertaining to Client complaints and draft necessary response communications adhering to company, legal and regulatory requirements
• Discuss as appropriate any/all updates to inquiries with Private Bankers, Financial Advisors, Operations personnel, and associated partners
• Assist management in reviews of specific inquiries as needed
• Aid in developing, updating, and publicizing training on inquiry policies/procedures
• Manage inbound calls/e-mails from Clients, MS sales team, and third party vendors
• Produce and deliver monthly and ad hoc reporting to senior management
• Maintain excellent working relationships with both internal and external partners
• Complete additional assignments as directed by management
• Ensuring third-party is providing best in class customer service to Morgan Stanley clients and customers
• Reporting to Head of Client Experience Group (CEG) Experience
• Minimum 5 years’ experience in mortgage originations/operations
• Direct verbal and oral communication with client, field and operational partners in a client focused organization
• Legal/Compliance experience preferred
• Bachelor’s degree preferred

Qualifications

• Outstanding written, verbal, interpersonal and analytical skills
• Ability to manage processes and/or projects without supervision
• Deep knowledge of the mortgage originations industry and associated processes
• A firm understanding of industry standard regulatory requirements
• Ability to analyze complex issues and ensuring deliverables are met
• Ability to manage time, prioritize and plan accordingly
• Ability to manage key relationships with internal/external stakeholders
• Ability to negotiate and influence clients on key deliverables and timelines

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values — putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back — that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. We Firm is differentiated by the caliber of our diverse team. While our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity. 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.

We're committed to bringing passion and customer focus to the business.

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).