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Morgan Stanley
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Call Monitoring Specialist, US Banks, Associate, Wealth Management

Call Monitoring Specialist, US Banks, Associate, Wealth Management

Morgan Stanley

3 - 7 years

0 Lacs

maharashtra

Posted:1 week ago| Platform: Shine logo

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Skills Required

call center operations retail call monitoring coaching project management data analysis communication skills stakeholder engagement collaboration mortgage originations nice call monitoring systems contact center technology applications mortgage regulations performance scorecards problemsolving multitasking

Work Mode

On-site

Job Type

Full Time

Job Description

As an Associate, Call Monitoring Quality Professional at Morgan Stanley Home Loans within the Private Banking Group (PBG) division, you will play a crucial role in ensuring the highest quality of client interactions by conducting call reviews, analysis, and coaching. Reporting to the AVP of Call Monitoring Quality Professional, your primary responsibility will be to monitor and measure client interactions to uphold predefined quality and communication standards. Your key responsibilities will include conducting call reviews of Mortgage Consultants and Specialists to enhance call quality, ensuring regulatory compliance such as TRID, RESPA, TILA, and ECOA, and delivering individual and group coaching based on analysis and leadership directives. You will also be involved in monitoring defects, identifying trends, and implementing process improvements, as well as collaborating with training to develop educational materials and curriculum. To succeed in this role, you should possess 3-5 years of experience in client-facing services, call monitoring, and coaching, preferably in mortgage originations. A Graduate or Bachelor's degree is required along with a strong understanding of the end-to-end mortgage process and products. Familiarity with NICE call monitoring systems, contact center technology applications, and reporting is essential. Knowledge of mortgage-related state-specific and Federal Regulations is crucial, and experience with High Net Worth/Ultra High Net Worth clients is preferred. Your ability to extract and analyze data, create value-added reporting, and engage stakeholders at all levels will be beneficial. Strong analytical skills, problem-solving abilities, and effective communication are essential qualities for this role. You should be able to multitask, prioritize, and work effectively in a fast-paced environment while collaborating in a close team setting. At Morgan Stanley, you can expect to work in an environment that values excellence, diversity, and inclusion. Our commitment to supporting our employees and their families is reflected in the comprehensive benefits and perks we offer. If you are a proactive and independent worker who thrives on challenges and continuous learning, this role provides an opportunity to work alongside talented individuals in a dynamic and supportive work culture.,

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Morgan Stanley

Financial Services

New York NY

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Call Monitoring Specialist, US Banks, Associate, Wealth Management