Bank Compliance Customer Complaints Officer

Company Profile

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm’s employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career – a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Position Description

Morgan Stanley’s Bank Compliance team seeks a Customer Complaints Officer to lead the establishment of a more robust data collection, analysis, and management reporting program for bank customer complaints, including trends and outliers, and prepare and present complaint MIS to various governance channels.

Primary Responsibilities:
Coordinate with bank and firm personnel to improve individual complaint data capture in Customer Complaint Intake System (CCIS) and Tymetrix T360 database

Perform quality control reviews on complaint data and review/address results with colleagues in Legal and BUs

Perform analyses on complaint data, identifying and researching root causes, trends, issues, and regulatory concerns

Track, monitor, and work with stakeholders to address issues identified through root cause analysis

Create reporting and KRIs for monthly Bank Customer Complaint Committee, as well as other monthly and quarterly governance committees and regulatory reporting

Work with stakeholders to assist in creating and revising customer complaint monitoring, training, and policies and procedures

Assist with complaint gap analyses and risk assessments

Help design and implement updates to complaint tracking/recording systems, including enhancements to coding taxonomies

Serve as primary point of contact for complaints received via CFPB and OCC Complaint Portal

Skil

Skills Required:
Bachelor degree and 7-10 years of relevant industry experience or equivalent business experience

Experience in customer complaint data collection, analysis, and reporting

Demonstrated ability to analyze large amounts of data and visually depict in clear, concise manner

Familiarity with institutional and retail bank products

Knowledge of bank laws and regulations, particularly from the FRB, OCC, CFPB and FDIC

Strong Excel and PowerPoint skills

Skills Desired:
Excellent organizational skills to manage multiple projects and ability to work independently in a fast paced development and production support environment

Able to perform analysis and problem identification, determine solutions and best execution and able to work under specific deadlines

Excellent oral, written and analytical skills

Strong client-relations skills and ability to partner with clients to develop practical solutions that meet business needs while remaining compliant with applicable laws and regulations

Strong work ethic and drive

Strong sense of integrity and ethical leadership

Strong team-orientation*LI-ND1

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