What are the responsibilities and job description for the E*Trade - Financial Services Representative (S2), Beneficiaries position at Morgan Stanley?
E*Trade - Financial Services Representative (S2), Beneficiaries
Job Number:
3222810
POSTING DATE: Aug 30, 2022
PRIMARY LOCATION: Americas-United States of America-Georgia-Alpharetta
EDUCATION LEVEL: Refer to Position Description
JOB: Wealth Management
EMPLOYMENT TYPE: Full Time
JOB LEVEL: Non-Exempt
DESCRIPTION
JOB DESCRIPTION SUMMARY: BENEFICIARY SERVICES
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.
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
Performs secondary duties as defined by Supervisor within their area of specialty
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.
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
Performs secondary duties as defined by Supervisor within their area of specialty
QUALIFICATIONS
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
Minimum Required Education, Certification, Training:
Series 7 and 63 required
E*TRADE Trader Certification
Completion and successful passing of a skills competency assessment in one or more of the specialty areas described above
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
Minimum Required Education, Certification, Training:
Series 7 and 63 required
E*TRADE Trader Certification
Completion and successful passing of a skills competency assessment in one or more of the specialty areas described above
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