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.

RESPONSIBILITIES

BENEFICIARY SERVICES

SUMMARY
The Beneficiary Services Representative position focuses on addressing and resolving customer estate conversions. You will track and manage the migration of a deceased customer's accounts to their legal heir(s). The case creation and resolution process will include accurately advising clients of their case requirements; responding timely to voicemails and emails from clients; keeping cases updated while progressing through the asset re-registration process, and actively enhancing the client experience through relationship management. You will provide Beneficiaries/Executors/Trustees/Heirs with the necessary service to help ensure the smooth transition of assets and allow the appropriate parties to gain access to those assets in a timely manner.

RESPONSIBILITIES

• Support customers by providing guidance, education, and necessary information to re-register assets upon the death of an account holder
• Opening, processing, and resolving estate cases that are part of your case work and queue
• Work closely with additional business partners in Legal, Tax & Retirement, Maintenance Operations, Estate Operations, Principal Review and New Account Operations to resolve estate cases
• Communicate with customers via telephone, email, and secure message regarding open estate case(s) and case requirement
• Make outbound calls to customers to communicate updated case information and/or additional case requirements
• Service inbound call inquiries from customers regarding active and new estate cases

ESSENTIAL JOB FUNCTIONS

• Through extensive experience, meticulous research, and leveraging all resources available; the Beneficiary Services team uses their wealth of knowledge to support customers with all death related inquiries.
• Each associate is expected to carry out their duties with attention and adherence to E*TRADE core values: Security, Accuracy, Courtesy, Ownership, Enhancement, and Efficiency.
• Interact with customers daily through various communication channels
• Respond to and perform research on inquiries within area of expertise
• Manage a fluctuating case load and customer follow ups
• Communicate clearly and professionally with customer service and operations business partners to efficiently resolve customer requests.
• Gain in depth knowledge of estate processing to resolve issues relating to these requests
• Gain in depth knowledge of the estate regulations for various jurisdictions

OTHER POSITION RESPONSIBILITIES

• Assisting in outbound customer contact regarding advanced product information
• Involvement in departmental training activities
• Interacting with a wide variety of business partners regularly during the process of problem resolution
• Performs secondary duties as defined by Supervisor within their area of specialty

REQUIREMENTS

MINIMUM REQUIRED SKILLS

• Expert ability to remain calm and communicate with professionalism in a volatile business environment with minimal supervision
• Outstanding oral and written communication skills
• Positive and professional customer service attitude
• Action oriented mindset with a demonstrated ability to remain focused to meet or exceed production goals
• Complete understanding of the securities industry and a thorough understanding of advanced product information
• Exceptional experience, knowledge, and skill demonstrated with a high level of performance in current job assignment
• Ability to work flexible shift assignments and additional hours as required when business needs dictate
• Demonstrated knowledge of E*TRADE policies and procedures

Minimum Required Education, Certification, Training

• Series 7 and 63
• E*TRADE Trader Certification
• Completion and successful passing of a skills competency assessment in one or more of the specialty areas described abov

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