Do We Assist?
Client calls in HRV: I need help transferring $1,000 through Zelle. Can you help me with this transfer?
No, Cash Management assists with Zelle transactions.
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
A call comes in and you see the client is already green light in Connect Screenpop. Is there anything else we need in order to assist?
Full Name
Where do we perform all username maintenance? (username enable/disable, password reset, etc).
How do we get there?
Connect!
We get there by going to Connect > Account > MS Online > scroll down to the bottom.
What website should you be checking each workday for updates and outages?
CSCJIVE/
A caller provides their first and last name but will not provide any more information. They are requesting stock quotes. Can you assist with a red stoplight?
For stock quotes, you can assist with just the first and last name.
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.
What level of authentication and information is needed to reset a secure email?
Full name and email address
A client calls in on the weekend and fails KBA. What is the next step of authentication?
No further authentication can take place. Share how they can call our number again tomorrow to retry authentication, or wait until business hours/days to contact the branch.
A caller requests a supervisor. How do you get in contact with a supervisor to take the call?
CSC_Supervisorcall on Skype
Branch and Client call in HRV: FA shares how he submitted an E-authorization for the client to approve on MSO. The client logs into MSO, locates the E-authorization, but is stopped saying how they need an OTP before they can approve it. Is this handled by us at this point?
Yes. Although Cash Management assists with E-Authorizations, we will always assist when OTP is needed for further verification if client is unable to receive it on their own.
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. 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 stoplight matches client verification they provide, nothing more is needed from transferring agent. If stoplight does not match what transferring agent shares, have them skype the verification of client and how they verified them.
You are verifying a client and need to perform a callback. What are the full steps on how to properly perform a callback.
1.) Ask the client to disconnect first so you can call them back with a number on file.
2.) When they answer "This is NAME with Morgan Stanley calling back on a newly recorded line. May I please have you state your first and last name please.
3.) Thank them and proceed with the call
If the client shares how they bought stocks, does this automatically mean they hold a StockPlan account? (GSPS)
NO! They can brokerage accounts held on our end within Wealth Management that can hold stocks. When you hear stocks, do not automatically assume it is a Stockplan account.
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 this for me without the client on the line?
Yes, you can assist a HRV branch employee with disabling a username.
Client calls in asking for their FA. You tried the branch number and the FA work phone number but were sent to voicemail. How would you go navigate to the FA Support Staff?
3D > Hover Services > FA Support Relationships > enter FA NAME/MSID > Apply
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 would need an authorized user on the account to call in.
You are assisting a HRV client who was struggling doing self service password reset. What is the script needed in order for us to provide them with a temporary password?
Before we proceed, I would like to verify that I am changing the password for the username: [Username]. Is this correct?
Where are at least 2 of the 3 locations a client can gather their full account number on MSO?
1.) Statement > bottom right
2.) MSO > Services > Profile + Settings > Display > Show/Hide account
3.) MSO > Services > Account Services > Account Information
Full Discretionary (Durable) POA and Branch calls in HRV: Branch shares how Jeff has POA on his mothers account due to her being 92 years old. The branch shares how Jeff can see that the username for his mother is suspended and needs to be enabled again. Can you enable this for Jeff and the Branch since they are HRV?
No! We would need the mother on the line and HRV in order to assist with her username. The POA should have their own username.
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 FAST and also has the client on the line. The both share 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.
Client called in HRV and is needing an OTP to log into MSO. On Connect, you see the red flag symbol. What do you need to click and evaluate to see whether or not you can assist the caller?
Click the stoplight in Connect. On the top will be three categories: Cash, Web, General. If the text is written in red for the category, you can not assist with those questions. If it is written in a green text, then you can assist with that category of questions.
In this example, it was a web question so the category "web" would need to be in red text in order to assist. If in red, you would contact the branch.
What are our 5 Core Values?
Do the Right Thing
Put Clients First
Lead with Exceptional Ideas
Commit to Diversity and Inclusion
Give Back