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

As a Digital Correspondence Representative your primary responsibility is to service and resolve inbound customer inquiries using the Salesforce chat servicing platform. A live chat session is a digital form of communication in which the customer can initiate a chat room in order to conduct a live chat session with an E*TRADE representative. Customers can initiate live chat sessions using a variety of platforms including the E*TRADE web site, mobile platforms, or Power E*TRADE. The mission of the Digital Correspondence Team is to utilize creativity and problem-solving skills to provide World-Class service and educate customers through our state-of-the-art online chat platform.

The Digital Correspondence Representative role includes servicing multiple customers at once within a large field of subject matter including Stock Plans, Tax & Retirement, Trading, general service inquiries and more! Providing accurate and effective resolution in a digital environment is a key aspect of the Digital Correspondence Representative role.

Becoming a Digital Correspondence Representative exposes you to an extremely wide spectrum of industry subject matter, E*TRADE products and services, and all tier classes of E*TRADE customers. Being exposed to this wide variety of material can help you explore and develop your career path as well as obtain valuable information as to many different areas of knowledge associated with the E*TRADE brand.

A Digital Correspondence Representative's typical workday might include:

• Servicing inbound customer inquiries of a diverse nature using the Salesforce chat communication platform
• Conducting follow-up communications with customers regarding multi-step processes and/or advanced requests
  Communicating and servicing customer inquiries using other mediums such as outbound calls to the customer or via the secure message center
• Multitasking and servicing up to two digital correspondence chat interactions simultaneously
• Addressing Service-to-Sales and value-add initiatives with customers using digital communication

Leveraging multiple lines of business and specialty teams to provide one-touch resolution via the digital communication chat platform

REQUIREMENTS

QUALIFICATIONS

• You've spent at least 2 years working in a customer-facing role
• Ability to work flexible shift assignments and additional hours as required when business needs dictate
• At least 2 years of experience in a role where you had to act calm and with professionalism in a volatile business environment with minimal supervision; provided outstanding oral and written communication skills and had outstanding problem resolution, troubleshooting and training skills

PREFERRED

• Have at least 2 years' experience working in a contact center environment or within a financial institution
• Experience communicating effectively and providing "one-touch" resolution through a digital medium
• Positive and professional customer service attitude and work ethic

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