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
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 :)
What website should you be checking each workday for updates and outages?
CSCJIVE/
A spanish client calls in and is requesting a translator. You then contact interpreter services > language line. You then merge the call. What is needed on our end before we begin servicing the call?
We need to read our language line disclosure script which shares how our interpreter is not an MS employee and asks if the client would like to continue.
You receive a call and are unable to find a client in Salesforce 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: 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
A call comes in and you see that the client is already green. Is there anything else you need from the client before you can assist?
You will need to get their full name before proceeding.
A caller requests a supervisor. How do you get in contact with a supervisor to take the call?
- Go to TEAMS
- Go to Chat tab
- Start a new Conversation (box with pencil icon)
- Search: CSC_Supervisorcall
Client calls in HRV via IVR. You get clients full name so you have them fully authenticated at this point. Client explains that they never get OTPs when trying to log in and want confirmation that the phone number on file is correct. They provide you the phone number but you want to confirm you heard correctly. Since the client already provided to you, is it okay to repeat it back to confirm?
NO! We will ask them to state their full phone number again if we need confirmation. From there we can say yes or no on whether that is what we have on file.
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. This is considered general information.
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 the employee's email if the light of verification does NOT match what they share?
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.
If the client shares how they bought stocks, does this automatically mean they hold a StockPlan account? (GSPS)
NO! They can have 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.
MS FA calls in as a green light in Salesforce: "Hey my name is Johnny Appleseed, I have a meeting in 1 minute. Can you please check to see if my client is enrolled in online trading?". Are they fully authenticated?
We need the MSID of the FA prior to assisting.
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 authentication is needed in order to assist?
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.
Client called in HRV and is needing an OTP to log into MSO. On Salesforce, you see the red flag symbol. What do you need to evaluate to see whether or not you can assist the caller?
There will be three categories: Cash, Web, General.
Red for cash or web, we can still support the client logging onto MSO.
If red for General, we must transfer to the branch.
CSC: Servicing Red Flag Accounts (ms.com)
Client and a third party FA from Chase are on the line. Client forgot his username and was attempting to log into MSO with his email address. He will need you to provide the username. You get the full name of both the client and the third party FA. You then HRV the client by OTP. What do you need before you provide the clients username.
We need verbal from the client that it is okay to discuss the account while the third party is also on the line.
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.
IP User calls in and provides their username.
Where do you need to go in order to verify an IP user?
What are these steps in order to verify?
The IP Admin user must verify the following:
https://wm3dr.ms.com/pub/content/wm3dr/basepage/client-service-center/mssb-com-ent-verify-multi.html
FA Calls in through AI@MS 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.
What are our 5 Core Values here at Morgan Stanley?
Do the Right Thing
Put Clients First
Lead with Exceptional Ideas
Commit to Diversity and Inclusion
Give Back
John Doe calls in and is HRV via OTP. You have a joint account pulled up with both John and his spouse Jane are listed. John needs assistance logging in to MSO but you notice he is not enrolled, Jane is. You see the username John is trying to log into actually is Janes. Since they are both listed on the joint account, what can we do to assist John.
We will NOT allow John to log into Janes username.
We will NOT disclose that this username belongs to Jane.
We will share how we see John is not enrolled and offer to walk him through registration using his own credentials.