E*TRADE - Participant Service Representative

More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our customers first.

In 2020, ETRADE joined Morgan Stanley, signaling a major industry shift that brought Wall Street and Main Street together more than ever before. As ETRADE’s parent company, Morgan Stanley plays an important role in expanding what we can offer to investors, though E*TRADE still functions as an independent entity.

SUMMARY

Seeking experienced financial professionals to join our Participant Relationship Management team dedicated to servicing E*TRADE’s mass affluent stock plan participants. This role will provide excellent customer service and demonstrate creative problem-solving skills to help participants navigate their equity compensation and provide guidance for their broader financial picture. The ideal candidate for this role will be able to offer knowledgeable support in a professional and efficient manner, while taking the initiative to stay up to date on both company products and services, as well as broader trends in the industry.

This team is responsible for servicing the needs of E*TRADE’s stock plan participants with up to $1,000,000 in stock plan assets. Participant Services Representatives are the face of E*TRADE to our participants and seek to build trust and develop relationships to deliver the full value of the firm. This fast-moving team cultivates a fundamental set of skills that are essential to a successful, client-focused career in financial services. This role offers significant opportunity for growth, both within the team and at E*TRADE more broadly.

This role would be focused on servicing Stock Plan Mid Participants (mix of non-US, low value US participants with rollover from high value / sp elite). To focus this role on account activation and Non-US IVR routing enhancements will be needed.

RESPONSIBILITIES

• Manage daily volume of inbound calls and emails from participants, providing ‘white-glove’ customer service and addressing both their equity compensation and broader financial needs
• Address participant concerns to their satisfaction and to take ownership of problems that require additional research
• Balance efficient issue resolution with discovery conversations to identify opportunities for deepening client relationships
• Partner with Financial Consultants to generate needs-based referrals that are the result of engaging & providing superior service to participants
• Educate and guide participants with respect to their equity compensation and retail accounts with E*TRADE and their ability to successfully navigate and maximize all aspects of E*TRADE FINANCIAL
  • Account Activation
  • Tax
  • Website Navigation
  • RSU
• Understand the rules and regulations pertaining to equity compensation accounts
• Balance efficient issue resolution with discovery conversations to identify opportunities for deepening client relationships
• Engage with participants through outbound campaigns across the course of the participant lifecycle, introducing additional wealth and liquidity solutions where appropriate
• Carry out responsibilities with attention and adherence to E*TRADE’s core values – Customer Focus, Agility, Reliability, and Innovation

Qualifications

Basic

• 6-12 months of experience in a financial service to sales environment, preferred

Preferred

• Strong technical aptitude
• Positive and professional customer service attitude and capability
• Outstanding oral and written communication skills with a strong attention to detail
• Ability to work flexible shift assignments and additional hours as required when business needs dictate (this position is eligible for overtime pay)

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

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