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E*TRADE from Morgan Stanley · 1 month ago

Client Success Manager, Associate

Sandy, Utah, United States of America

Full-time

Onsite

Entry, Mid Level

1+ years exp

E*TRADE from Morgan Stanley is a division of Morgan Stanley Wealth Management that provides workplace financial solutions. The Client Success Manager role involves executing tasks related to stock plan administration and enhancing client relationships through effective service management.

BankingFinanceFinancial Services

Responsibilities

Performs daily client procedures including but not limited to processing daily trades, assessing import errors and related fixes, and administering trade and pre-trade clearances

Performs monthly functions including, but not limited to monthly balancing

Performs the processing of Restricted Stock Releases or Stock purchases, as necessary

Manages changes to Employee Stock Purchase Plan Enrollment, Online Grant Agreements, and Equity Plan reporting

Processes timely and accurate data updates, data manipulation and data management by updating software per client instruction

Identifies errors and potential issues, working collectively with other team members and internal stakeholders to find solutions; tracks open issues to resolution

Effectively document and maintain client processes

Monitors queues for new case assignments using tools such as Salesforce.com and Zendesk. Utilize Salesforce.com application to create and mark completion of cases, document solutions, and update client records

Develops and maintains long term client relationships, actively managing customer expectations to ensure maximum satisfaction with products and services

Provides responses to customer inquiries in a manner that drives client satisfaction by consistently meeting SLAs

Research and document solutions for issues raised by clients

Troubleshoots and answers platform questions using probing and interview style questions

Participates, as needed, in product testing and validation using product knowledge to identify and document bugs as well as suggest enhancements

Any other activities as determined by organization

Qualification

Client relationship managementCustomer service experienceAnalytical skillsCEP CertificationTechnical proficiencyProblem-solving skillsTime managementAttention to detailEffective communicationTeam player

Required

Bachelor degree or higher in business, finance, accounting, or related field

1-5 years of customer service experience with primary responsibility of answering and resolving customer inquiries

Self-motivated with the ability to effectively manage multiple tasks against tight deadlines

A passion for providing proactive client-focused solutions

Highly attentive to client needs and requests, while demonstrating effective prioritization, time management skills and solid judgment for escalating when appropriate

Willing to go above and beyond, while maintaining a positive attitude

Strong analytical, problem-solving skills, and proven attention to detail

Disciplined in following processes, procedures and adhering to controls

Able to work under pressure, retaining focus and positive attitude

Ability to assist in the development and improvement of internal and external processes

Fluency in written and spoken English

Demonstrated competency with common technology and technical concepts, including but not limited to email, internet, Excel, and Word