Call Monitoring Specialist, US Banks, Associate, Wealth Management

Morgan Stanley is a global financial services firm that conducts its business through three principal business segments-Institutional Securities, Wealth Management (WM), and Asset Management. Morgan Stanley provides comprehensive financial advice and services to its clients including brokerage, investment advisory, financial and wealth planning, credit and lending, deposits and cash management, annuities, insurance, retirement, and trust services.

The Private Banking Group is responsible for developing and managing compelling banking and lending products and services designed to serve the diverse needs of our client base. These products include home loans, securities-based lines of credit, tailored lending products, deposit products, and cash management transaction services offered through our brokerage accounts.

Morgan Stanley Home Loans is seeking an Associate, Call Monitoring Quality Professional. This role reports to the AVP of Call Monitoring Quality Professional. The Mortgage Call Monitoring Quality Professional within the Private Banking Group (PBG) Home Loans division is responsible for call reviews, analysis, and coaching. The primary objective of the call monitoring program is to monitor and measure client interactions ensuring the business continues to meet and exceed predefined quality and communication standards. Standards are inclusive of key business controls, communication protocols, policies and procedures, compliance with regulatory requirements, client experience, core service principles and operational expectations.

ROLE RESPONSIBILITIES

Conduct Call reviews of Mortgage Consultants, Mortgage Specialists and other client facing employees to improve call quality and deliver the highest possible service to our clients and partners.

Listen to a sample of calls to ensure regulatory (TRID, RESPA, TILA, ECOA, etc.) internal compliance and client experience expectations as defined by the business goals and objectives of leadership.

Responsible for review tools, calibrating results, and scoring methodology.

Deliver individual one-on-one and group coaching and performance feedback as defined by analysis and leadership.

Actively participate in new business initiatives.

Monitor defects, identify trends and develop / deploy process improvements.

Partner with training to develop curriculum and ongoing education material.

Interface with internal and external groups to acquire data required for reports.

Skills / Abilities / Qualifications :

3-5 years of experience in client facing services (Call Center Operations and / or retail), mortgage originations experience (Operations / Fulfillment and / or Sales) and call monitoring and coaching experience

Graduate / Bachelor's degree.

Strong understanding of end-to-end mortgage process and products.

Experience with NICE call monitoring systems, contact center technology applications and reporting.

Knowledge of Mortgage related state-specific and Federal Regulations (i.e., TRID, RESPA, TILA, ECOA, etc.).

Mortgage experience with High Net Worth / Ultra High Net Worth preferred.

Experience producing and delivering performance scorecards.

Project management skills preferred : candidate must have the ability to partner with key stakeholders and gain consensus in the development of actionable remediation plans.

Ability to efficiently extract and analyze data, create value-added reporting and data intensive analysis for senior management.

Sharp analytical skills, exceptional problem-solving ability, and creative communication through PowerPoint presentation

Strong listening skills and verbal / written communication with ability to tailor message to different constituents with confidence.

Demonstrated ability to adapt quickly and engage stakeholders at all experience levels.

Analytical thinker with a thoughtful approach to problem solving and data interpretation.

Ability to multitask, prioritize, and act in a fast-paced environment along with the ability to manage many competing priorities.

Works effectively and collaboratively in a small, close team environment.

Independent worker who can press forward with limited guidance.

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 is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.