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 role is for a leader of the Client Experience Group (CEG). The Client Experience Group works closely with Sales and the Home Loans Business Unit to track Client complaints, identify process issues, determine root cause and remediate. The leader of CEG will be responsible for managing the team responsible for investigating, resolving, and reporting on service issues. Additional daily administrative responsibilities will include addressing department e-mails, managing data and reporting, processing/fulfilling service resolutions, and representing the Home Loans Business Unit with control and risk partners, regulators, etc. as needed. Currently, the scope of complaints is origination-only. Eventually, CEG’s scope of work will include handling complaints during origination and servicing therefore this new leader will need experience in building new teams and creating new processes that meet the expanded business needs and objectives.

Job Description/Position Responsibilities

• Oversee the team’s investigation, tracking, and resolution of client experience issues during the origination or servicing of a mortgage loan
• Ensure the team is following approved processed to Input, update, and close all inquiries in appropriate proprietary firm systems
• Serve as team escalation point for the review and investigation of all allegations pertaining to Client complaints
• Ability to interact quickly and professionally in high stress client situations across all levels of Private Bank and Field Management, demonstrating commitment to quality and extraordinary customer service
• Assist Home Loans management in reviews of specific inquiries as needed
• Act as primary owner and reviewer of CEG-related training materials, policies, and procedures
• Supervise and verify the data and reporting produced for senior management and Control and Risk teams
• Maintain excellent working relationships with both internal and external partners
• Complete additional assignments as directed by management
• Partner with Wealth Management Operations Servicing Oversight team to ensure third party servicer is providing best-in-class service to our clients
• Experience with handling sensitive client-facing communications (verbal and oral)
• Analysis of inbound client complaints to assess trends and remediation opportunities

Skills / Abilities

• Outstanding written, verbal, interpersonal and analytical skills
• Ability to manage processes and/or projects without supervision
• Experience leading and/or building teams

• Ability to manage key relationships with internal/external stakeholders
• Ability to negotiate and influence clients on key deliverables and timelines
• Excellent written and verbal interpersonal communication
• Ability to quickly analyze a situation, identify the issue, and take accountability for resolution.
• Strong organization skills and attention to detail
• Meticulous follow-up and follow through
• Ability to work under tight timelines

Qualifications

• Knowledge of the mortgage originations industry and associated processes, or demonstrated ability to learn quickly
• Bachelor’s degree preferred or equivalent relevant experience
• 10+ years industry experience preferably in Private Banking/Wealth Management

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 89 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.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

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).