Crypto Customer Service Jobs (NOW HIRING)

The Crypto Trade Support Associate is a front-line operations professional responsible for the post-trade lifecycle, reconciliations, asset transfers, exception management, and client service for WM crypto products delivered via the E*TRADE-Zero Hash referral model. The role safeguards client experience and firm risk by executing well-defined procedures, maintaining strong controls, and coordinating across WM Operations, Client Service, and our vendor partner.

This is an Associate position at the P2 job level within Product Support & Services, which is responsible for providing transaction support and managing post execution processes.

Morgan Stanley is an industry leader in financial services, known for mobilizing capital to help governments, corporations, institutions, and individuals around the world achieve their financial goals.

Morgan Stanley Salt Lake has been rooted in the community since 1997 and supports the Firm's global Wealth Management, Operations and Technology divisions. With the recent acquisitions of E*TRADE and Solium, Morgan Stanley super-charged its Wealth Management and Corporate and Institutional Solutions businesses to deliver a first-class experience for investors, traders and institutional clients and participants. Our talented teams have established strategic centers of excellence and earned multiple awards, including J.D. Power Customer Service Certification for more than 5 years. We proudly give back to local nonprofit organizations in Salt Lake by offering up our unique skillsets, thousands of volunteer hours and dedicated financial support.

Key Responsibilities
Trade Lifecycle & Exception Management
Oversee the full post-trade lifecycle for crypto transactions, including monitoring, break resolution, and trade adjustments/cancellations.
Maintain accurate booking and audit trails in line with WM Operations standards.
Asset Transfers & Reconciliations
Process and track crypto deposits and withdrawals, validate on-chain confirmations, and resolve asset recovery issues.
Perform daily reconciliations between Zero Hash and E*TRADE systems, investigating and resolving discrepancies promptly.
Client Service & Escalations
Manage Tier-3 client service cases escalated from the Client Service Center, ensuring timely resolution and clear documentation.
Act as liaison with internal teams and vendor partners for complex inquiries and operational issues.
Risk & Control Governance
Adhere to documented procedures and control frameworks; escalate incidents and partner with Risk/Compliance on governance requirements
Support business continuity activities and confirm operational readiness during BCP events.
Stakeholder Coordination & Coverage
Collaborate with WM Operations, Client Service, Risk, Technology, and Finance teams; serve as operational point of contact for vendor interactions.
Participate in coverage rotations, including overnight monitoring and holiday/weekend support as scheduled.
Preferred
Exposure to blockchain/on-chain transactions, custody/wallet concepts, and crypto data structures.
Experience with Salesforce case management; knowledge of Power BI/Alteryx for process insight/automation (a plus).
Background in Trade Support disciplines (e.g., trade adjustments, reconciliations, money movement, and outage support). Required Skills
Bachelor's degree (Finance, Business, Operations, or related) or equivalent practical experience.
1-3 years in trade support, operations, or reconciliation (crypto, FX, listed derivatives, or securities).
Strong analytical skills with a controls mindset; demonstrated ability to investigate breaks and resolve exceptions under time pressure.
Clear written/verbal communication; comfort engaging cross-functional teams and documenting outcomes.
Proficiency in Excel and case/ticketing tools; familiarity with vendor portals and operational reporting.

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - that guide our more than 80,000 employees in 1,200 offices across 42 countries.

At Morgan Stanley, you'll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. Our Firm is differentiated by the caliber of our diverse team, while our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity. 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.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees. It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law. Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).