Client Service Associate

About the role

The Client Success Associate role within Morgan Stanley at Work is an operational position focused on executing repeatable tasks associated with stock plan administration events, processes, and data changes for corporate clients across the Shareworks and Equity Edge Online platforms.

Responsibilities

• Processes daily trades, assesses import errors and related fixes, and administers trade and pre-trade clearances
• Performs monthly functions including, but not limited to, monthly balancing
• 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 collectively with other team members and internal stakeholders to find solutions; tracks open issues to resolution
• 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
• Researches and documents 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

Qualifications

• External 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
• A self-motivated individual with the ability to effectively manage multiple tasks against tight deadlines
• A passion for providing proactive client-focused solutions
• A highly attentive to client needs and requests, while demonstrating effective prioritization, time management skills, and solid judgment for escalating when appropriate
• A willingness to go above and beyond, while maintaining a positive attitude
• A disciplined approach to following processes, procedures, and adhering to controls
• An ability to work under pressure, retaining focus and positive attitude
• Demonstrated competency with common technology and technical concepts, including but not limited to email, internet, Excel, and Word