E*TRADE - Customer Service Representative- Tax and Retirement

Job Number: 4543

External Description: 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 custom e rs 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\u2019s 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.

Summary
The Tax & Retirement Customer Service Rep position focuses on providing E*TRADE FINANCIAL's customers with timely, efficient, and professional responses via Chat. This role will be responsible for interactions with customers about Tax and Retirement subject matters. In addition to these expectations, individuals in this role are expected to meet established performance standards, work to master their knowledge of their subject matter assignments and continue to adapt to any changes that might occur in those areas, the company or the Customer Service organization.

Responsibilities:
The primary focus of this position is to respond to complex issues, dealing with advanced product knowledge, information, and services via Chat.
Perform research and provide detailed responses to customers and business partners within defined areas of expertise.
Finally, this position requires a high level of service across various customer segments.

Essential Job Functions:

\t
• Through extensive experience, meticulous research, and leveraging all resources available; the Tax, Retirement & Cost Basis team uses their wealth of knowledge to support both customers and representatives in all tax, retirement, and cost basis inquiries.
\t
• Each associate is expected to carry out their duties with attention and adherence to these core values.
\t
• Interact with customers daily through various communication channels
\t
• Respond to and perform research on inquiries within area of expertise.
\t
• Gain in depth knowledge of retirement products and the processes involved to resolve issues relating to these products.
\t
• Gain in depth knowledge of tax rules and regulations surrounding this subject matter.

Other Position Responsibilities May Include:

\t
• Handling customer inbound calls and secure messages.
\t
• Involvement in departmental training activities.
\t
• May interact with a wide variety of associates and departments regularly in the process of problem resolution.
\t
• Assisting in outbound customer contact regarding advanced product information as assigned by leadership.
\t
• Performs secondary duties as defined by Supervisor within their area of specialty

Minimum Required Skills:

\t
• Expert ability to remain calm and communicate with professionalism in a volatile business environment with minimal supervision.
\t
• Outstanding oral and written communication skills.
\t
• Positive and professional customer service attitude.
\t
• Action oriented mindset with a demonstrated ability to remain focused to meet or exceed production goals.
\t
• Experience working in Salesforce.
\t
• Understanding of the securities industry and a thorough understanding of advanced product information.
\t
• Exceptional experience, knowledge, and skill demonstrated with a high level of performance in current job assignment.
\t
• Ability to work flexible shift assignments and additional hours as required when business needs dictate.
\t
• Demonstrated knowledge of E*TRADE policies and procedures.
\t
• Working knowledge of Microsoft Excel preferred, but not required.

Minimum Required Education, Certification, Training:

\t
• Licensing is not required, but candidates with licenses can be considered.
\t
• Education or training equivalent to BA/BS.
\t
• Completion and successful passing of a skills competency assessment in one or more of the specialty areas described above.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet)

#etrade

Job Number: 3178089

Community / Marketing Title: E*TRADE - Customer Service Representative- Tax and Retirement

Location_formattedLocationLong: Sandy, Utah US