Do we Assist?
Client calls in: Why is this offer not redeeming on reserved living and giving?
Yes, we can ensure that he is registered and eligible for reserved living and giving. If his profile looks good, we can create a case with the proper case requirements and send it to "csc_reserved" as an email.
https://wm3dr.ms.com/pub/content/wm3dr/basepage/marketing/tbox-reserved.html
Where can I find my 1099 tax documents on MSO?
Accounts > documents > change filter from statements to tax documents.
What are the four search fields in which we can locate a client in connect, and in what order do we ask?
Account number > SSN > Username > Full Name.
Username or Full Name should be EXTREMELY RARE when searching for clients! They are the most unsafe way to search and authenticate a client so we stay away from that when possible. Get an account number or SSN :)
What website should you be checking each workday for updates and outages?
cscjive/
You receive a call and are unable to find a client in connect so they are not verified (red stoplight), they are a third party caller: Hey you guys sent me a secure email and I need it reset right now. Can you assist a 3rd party who does not populate an account on MSO?
Yes we can. All we need for a secure email reset is their full name and email address. Make sure to include the full email within your call log!
Client calls in: How do I update my phone number on MSO?
Services, Profile+Settings, Contact information, Phone Numbers Tab.
A call comes in and you see that the client is already green in the stoplight. Is there anything else you need from the client before you can assist?
You will need to get their full name before proceeding.
FA calls in and is HRV: I called yesterday at 4:00pm and a case was created since they didn't know why my client could not see their IRA account. Can you escalate this for me today?
We do have the ability to escalate, but we cannot until after at least 48 hours has passed since the initial creation time. Since it was created yesterday, they would need to wait until tomorrow after 4pm to have it escalated.
Client calls in and is HRV: I am trying to register for MSO and see I need my full account number and last 4 of SSN to register. I have AAA-xxx1234, but I need the first part of the account number. Can you give me the first couple numbers so I can register?
We will NEVER provide account numbers over the phone. It does not matter if they are HRV and it does not matter if they already have a portion of the account number.
Client calls in: Where are two places I find my full account number on MSO?
MSO > Services > Profile+Settings > Display > Show/Hide account
MSO > Accounts > Documents > Statements > bottom right of doc
MSO > Services > Account Services
You get a call from another Morgan Stanley employee who works in Stock Plan Support (GSPS) with a client on the backline. The GSPS rep shares the client is not verified. GSPS rep then shares their MSID and full name. Do you need to send an OTP to the Morgan Stanley employees email to authenticate them before proceeding with the call?
No you do not. The red stoplight is in reference to the client. We just need the transferring agents full name and MSID, along with how the client was verified. We will change the connect dropdown from employee to client.
If stoplight does not match what the employee states the clients level of authentication is, then you will skype the employee to share the level of authentication so it is written.
Can VOR individuals see and download statements on MSO, or is this for authorized (full access) users only?
VOR has the capability to view and download documents on MSO.
FA calls in and is HRV: Hey my client is not on the line with me but I am requesting to have their username disabled, can you do that while the client is not on the line?
Yes you can! If the branch calls in HRV to disable a username, then you can. If they call in to enabled a username, you will need the client on the line.
Great reference: https://wm3dr.ms.com/pub/content/wm3dr/basepage/client-service-center/connect-authentication-requirements.html
Client calls in: FA needs to be contacted but you are getting a voicemail. Where in 3D can you find support staff for the FA who can further assist the client?
Hover Services Tab > FA Support Relationships > search FA > click apply > support staff will then populate.
An IP user calls in: They first state their full name and share how they need help logging in. What three pieces of information is required to authenticate an IP user?
Nine-digit code (tax ID), Four-digit code (last four digits of SSN), Secret Code
Make sure they state their full name as well!
https://wm3dr.ms.com/pub/content/wm3dr/basepage/client-service-center/mssb-com-ent-verify-multi.html
Explain who an IP user can be, and what capabilities do they have?
Could be someone like an accountant for a client. They do not have authorization to make changes to an account, only to review things like 1099's, statements, confirms based on clients wants.
Full Discretionary (Durable) POA calls in HRV: Hey I have Power of Attorney on my mothers account since she is 92. Her username has been locked for inactivity and I need it enabled to access the tax documents. What do you need from me to begin?
We can not assist with the POA's mother username. We would want the POA to register for themselves to gather the mothers tax documents. It doesnt matter what level of POA they are, usernames are assigned to one person only.
Mrs. Hoffman calls in: What is the call date on my bond?
3D > positions > scroll down and find a blue "C" which indicates the call date.
An FA calls in through FAST: He is in his office with the client and they both verbally shares their full name for your recorded line. They are needing the clients username enabled since it was disabled due to inactivity. What authentication step is missing?
We need the FA to share what level of authentication the client is at. We would want them to verbally state how the client is fully verified (HRV).
A client calls in and is HRV: You are trying to troubleshoot a log in issue. He is unfamiliar with computers and it has been a 50 minute call. He then says "Why can't we just live without the internet" and disconnects. You log the clients username, account number and the issue the client was receiving and submit your log. What did you forget to do?
A call back is needed unless the client verbally tells you that they are hanging up. Yes the client may have been frustrated, but we have no way of telling for sure if it was an accident or not.