Do We Assist?
Reserved Client calls in and is HRV: 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 walk through how to redeem. If case is the only option after troubleshooting, 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
How do you perform a nickname refresh?
MSO sim > Services > Profile + Settings > Display > Put a space in one of the account nickname fields > click update at the bottom > Close and reopen the sim and see if the account populates.
A call comes in and you see the client is already green in salesforce and shows enrolled for voice id. What is needed prior to assisting this caller?
Full Name. We then run Voice ID since they are enrolled.
A client calls in on the weekend and fails KBA. What do we do?
No further authentication can take place. We can not run KBA again for another 24 hours after failure. We usually provide the caller that it will be best to contact again during business hours/days and contact the branch.
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 Salesforce so they are not verified (red in SF), 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 SF?
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!
What website do we use to verify the registration status of a client for Reserved Living and Giving, and what is the login credentials used?
Website: https://msreserved.com/admin/login.jsf
Username: First.Last@ms.com
Password: Whatever you created in training
What are the four search fields in which we can locate a client in salesforce, 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 :)
A listed beneficiary calls in requesting general information regarding the account. What do we do?
No authentication can take place. Beneficiary is not a dedicated role for authentication. We can not discuss accounts with them. We would need an authorized user on the account to call in.
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.
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.
Walk us through the location and process a client takes to initiate a Co-Browse Session.
1.) Morganstanley.com > client login > Morgan Stanley Online > Bottom Left Get Help section > third option says "Co-Browse"
2.) If logged in, scroll down to the very bottom > small print towards end, option "Co-Browse" is listed.
Have the client click Co-Browse > activate session > client provides access code which we use within LiveLook to connect to clients computer.
You get a call from Cash Management who provides their Full Name and MSID sharing how they have a client on the backline fully verified and needs help with MSO. You notice your Salesforce shows the client at low risk verified. Do you need to send an OTP email to employee email before you assist?
No OTP needed for transferring agent. Gather their first and last name, along with MSID. If SF matches client verification they provide, nothing more is needed from transferring agent. If SF does not match what transferring agent shares, have them Teams the verification of client and how they verified them.
John Doe calls in HRV about a joint account he shares with his wife, Jane Doe. John needs help logging into MSO but you notice the username is assigned to Jane Does SSN. He notifies you how they share the username since they are married and joint owners on the account number. What do we do?
We can not disclose the username since it belongs to Jane, not John. We would share that currently we see he is not enrolled and would offer to walk through getting him registered for an MSO username. If the wife comes on and is HRV, we can support her logging into her username.
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.
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 (unless PWM).
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 username, then share how they need help logging in. What three pieces of information are 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
Client comes in HRV and wants us to speak with their son who is with them. They would like the son to support them with logging into MSO on their new iPad. What do we do?
We will need the username owner to be on the line and HRV. Then we would need their verbal consent to speak to their son and discuss the account. Once they give verbal approval, we will need the son to provide their first and last name for the recorded line.
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.
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: Where is the stock quote for my Crude Oil per Barrel? How do you navigate to this page?
You can answer how to navigate to a stock quote if new hire, or provide the way she always requests if you are tenured.
For new hire: MSO Sim > scroll down > bottom right has a search tab that prefills the words "stock quote". You can put in the symbol to find a specific stock.
Tenured: CNBC using link attached within alert on her account.
FA Calls in through AI@MS and also has the client on the line. The client shares their full name for the recorded line and the FA mentions how the client needs their username enabled. What last step of authentication is needed before you can assist?
FA needs to share the level of authentication for the client.
A family member calls in to report the death of their loved one and is requesting us to get them to estates/inherited services. What do we do?
We can not disclose unless they were listed on the account. We can ask for clients account number or ssn. It will populate but if caller is not listed, we will tell them "I am placing you on hold as I do further research". Then transfer to branch. This allows us to get them to who can speak with them, and we do not disclose anything within the CSC.
What are our 5 Core Values?
Do the Right Thing
Put Clients First
Lead with Exceptional Ideas
Commit to Diversity and Inclusion
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