E*TRADE - Senior Analyst, Service Optimization at Morgan Stanley (Atlanta, GA)

| Atlanta, GA
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The Service-to-Sales (S2S) program drives the proactive engagement process for Customer Service to ensure we are meeting our client's needs. The S2S Senior Analyst will also work with managers regarding Performance Management.

Initiative business objectives:

  • Improve customer retention
  • Improve migration to target segments
  • Increase assets, trading, and revenue
  • Increase product visibility/usage for clients
  • Assist managers with coaching, meetings, and trainings related to S2S and Performance Management


  • Work with Team Management to communicate performance metrics, share best practices, answer questions, and address issues to ensure maximized individual and team performance
  • Train, coach and develop associates in cross-sell techniques (identifying needs, active listening, probing questions, transition statements, making offers)
  • Quality Control: Identify training/coaching opportunities and work with front-line agents to improve behaviors
  • Assist S2S Management in working with Reporting and Analysis on results tracking and reporting accuracy
  • Compile daily, weekly, monthly reports to drive behavior at the associate level and provide "anecdotal" analysis of overall S2S effectiveness
  • Possible travel to multiple sites to train associates on the S2S process and work with managers on an ongoing basis to drive the behavior and ensure the quality of referrals
  • Validate and audit individual and team results through call monitoring and side by side ghosting
  • Help drive Value-Add Opportunities
  • Drive awareness of the full breadth of our value proposition
  • Help create campaigns and work with leadership to develop


  • Possession of series 7, 63 (24 license is a plus)
  • BA/BS preferably in business administration, finance or related field
  • 3+ years industry experience required (with 1 year manager experience is preferred)
  • Industry experience in both Service and Sales capacities with the understanding that sales can be achieved by providing world class customer service
  • Proven track record of meeting or exceeding goals
  • Strong work ethic, high energy, a passion to excel, extraordinary interpersonal skills, and the ability to influence a team
  • Utilize independent decision-making skills to handle and resolve issues
  • Excellent organizational skills, with the ability to handle multiple tasks
  • Microsoft Office Suite Skills in order to quickly and accurately design presentations and/or trainings for Reps, Team Leads, and Managers
  • Must be focused on bottom line performance and constantly looking at ways to improve overall performance, sales, customer satisfaction and entire customer experience

More Information on Morgan Stanley
Morgan Stanley operates in the Financial Services industry. The company is located in Rochester, NY, New York, NY, Purchase, NY, Conshohocken, PA, Baltimore, MD, Richmond, VA, Westlake, OH, Beavercreek, OH, Tampa, FL, Kansas City, MO, Omaha, NE, New York, NY, San Francisco, CA and San Francisco, CA. It has 87899 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 37 open jobs at Morgan Stanley, click here.
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