Assess customer concerns. Direct the right response. Strengthen complaint management.

Apply your analytical and banking knowledge to help ensure customer complaints are identified, classified, and directed to the appropriate teams for resolution.

Join Morgan Stanley’s U.S. Banks Non-Financial Risk team and play a critical role at the first stage of the complaints-management process. You will review customer communications, determine whether they meet the Firm’s definition of a complaint, verify relevant account information, apply the appropriate classifications, and assign each matter to the correct team for investigation or resolution.

In this fast-paced role, you will use sound judgement to distinguish complaints from general service requests, assess their nature and severity, and identify matters requiring prompt escalation. You will work closely with colleagues across Compliance, Risk, Operations, customer service, and the business to support accurate, complete, and timely complaint handling.

In the Legal & Compliance division, we support the Firm’s business objectives by overseeing legal, regulatory, and franchise risk. This position sits within the Bank Compliance Complaints team. 

Since 1935, Morgan Stanley has been a global leader in financial services, continuously evolving and innovating to better serve our clients and communities in more than 40 countries. 

What you’ll do in the role: 

• Review client communications and determine whether they meet the Firm’s definition of a complaint.
• Process complaints by verifying relevant client account and product  activity information.
• Apply the appropriate complaint categories, severity levels, regulatory classifications, and other required coding.
• Distinguish between sales-practice and non-sales-practice complaints.
• Assign complaints to the appropriate teams for investigation, handling, and resolution.
• Identify potentially sensitive, higher-risk, or time-critical matters and escalate them through the appropriate channels.
• Provide guidance to business partners on what constitutes a complaint and how matters should be submitted.
• Work collaboratively with Compliance, Operations, customer service teams, and business stakeholders to support accurate and timely complaint processing.
• Maintain complete and accurate intake records, ensuring that the information required for further investigation or resolution is properly captured.
• Manage a high volume of complaint activity while meeting established service-level agreements, processing timelines, and quality expectations.
• Prioritise effectively through periods of changing complaint volumes, competing deadlines, and evolving business needs.
• Contribute ideas that improve complaint intake, classification, routing, data quality, and operational efficiency.

What you’ll bring to the role:

• 3–5 years of relevant experience in complaints operations, consumer banking, customer service operations, banking operations, compliance, risk, AML/KYC, financial crime operations, quality assurance, or another relevant regulated environment.
• A good understanding of banking products, services, customer accounts, or the customer lifecycle.
• Knowledge of consumer-protection requirements or complaint-management rules and procedures.
• Strong analytical and problem-solving skills, with the ability to assess customer communications and make accurate, well-supported decisions.
• Sound judgement and the confidence to identify and escalate potentially sensitive or higher-risk matters.
• Excellent attention to detail and a commitment to accurate coding, classification, and recordkeeping.
• Strong written and verbal communication skills, including the ability to explain complaint requirements clearly to business partners.
• Excellent organisation and time-management skills, with the ability to manage a high-volume workload and meet defined deadlines.
• A proactive and collaborative approach, combined with the ability to work independently.
• The ability to build effective working relationships across a complex, international organisation.
• Proficiency in Microsoft Word, Excel, and PowerPoint.

#LI-KP1 

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 years.  Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

Certified Persons Regulatory Requirements:
If this role is deemed a Certified role and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks.

Flexible work statement
Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background.  Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.