Client Service Associate

Overview

Client Service Associate role at Morgan Stanley. The Client Success Management (CSM) organization provides ongoing corporate client stock plan servicing on the Share works and Equity Edge Online platforms, supporting stock plan administration for corporate clients.

• Performs daily client procedures including 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/assists Client Success Managers in 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 database per client instruction
• Identifies errors and potential issues, working with 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  and Zendesk. 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

• Associate degree or higher preferred 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, with 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 is a must
• Demonstrated competency with common technology and technical concepts, including email, internet, Excel, and Word

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet). 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.