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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 monitoring coaching regulatory compliance data analysis project management communication skills team collaboration client facing services mortgage originations problemsolving

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, your role will involve ensuring regulatory compliance and enhancing client experience through call reviews, analysis, and coaching. You will be responsible for monitoring and measuring client interactions to maintain predefined quality and communication standards. Your key responsibilities will include: - Listen to a sample of calls to ensure regulatory compliance (TRID, RESPA, TILA, ECOA) and meet client experience expectations. - Review tools, calibrate results, and establish scoring methodology. - Provide individual and group coaching and feedback based on analysis. - Participate in new business initiatives and develop process improvements. - Conduct call reviews of Mortgage Consultants and other client-facing employees to enhance call quality. To be successful in this role, you should possess the following skills, abilities, and qualifications: - 3-5 years of experience in client-facing services, mortgage originations, and call monitoring and coaching. - Graduate/Bachelor's degree. - Strong understanding of the end-to-end mortgage process and products. - Familiarity with NICE call monitoring systems, contact center technology applications, and reporting. - Knowledge of Mortgage-related state-specific and Federal Regulations. - Experience in producing and delivering performance scorecards. - Project management skills and the ability to analyze data effectively. - Excellent problem-solving ability and communication skills. - Ability to multitask, prioritize, and work effectively in a fast-paced environment. At Morgan Stanley, you can expect a commitment to maintaining high standards of service and excellence, along with a supportive and inclusive work environment. The company values putting clients first, diversity and inclusion, and supporting employees and their families with attractive benefits and perks. If you are a collaborative thinker with a passion for your work, there are opportunities to grow and advance within the organization. Morgan Stanley is dedicated to providing a culture of inclusion and diversity, recruiting, developing, and advancing individuals based on their skills and talents from various global communities. If you are looking to work with a diverse and talented workforce in a collaborative environment, Morgan Stanley offers an opportunity to be supported and empowered in your career growth.,

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Morgan Stanley

Financial Services

New York NY

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Call Monitoring Specialist, US Banks, Associate, Wealth Management