Client Services Executive

  • Competitive
  • Singapore
  • Permanent, Full time
  • Franklin Templeton Investments
  • 27 Nov 17 2017-11-27

Franklin Resources, Inc. [NYSE:BEN], Franklin Templeton Investments is a leading global investment management organization due to the efforts of our greatest assets - our employees. We have over 9,000 employees working in 60 offices around the world, servicing investment solutions for our clients in more than 150 countries. We believe in our corporate values of putting clients first, building relationships, achieving quality results, and working with integrity. Our people are dedicated to delivering strong results and exceptional service to clients, team members and business partners.

For more than 65 years, our success has been a direct result of the talent, skills and persistence of our people.

Client Service Executive - Transfer Agency

This role is responsible for providing a positive customer experience for all clients through activities related to broker/dealer back office function, transaction processing, customer contact, shareholder servicing, mutual fund compliance, recordkeeping, and shareholder reporting. This role also helps to protect the best interests of the funds, shareholders and FTI by providing support to transfer agent strategies and system enhancements, and adhering to policies and procedures and workflow processes.

Responsibilities:

Client Service Delivery
•Answers routine customer inquiries, articulates customer concerns/problems and contributes to solutions within scope of work via inbound and outbound calls
•Identifies customers’ needs proactively to ensure a positive customer experience
•Verifies customer requests to ensure information is correct and in good order, and takes appropriate action
•Corresponds with customers via fax, email or standard written correspondence, where appropriate
•Supports on new customer onboarding process
•Adheres to all policies & procedure guidelines and customer service standards to achieve operational, productivity and quality objectives
•Reviews and applies information from internal communication platforms regarding new products, market conditions and regulatory requirements to stay current and operate in the best interest of the customer, funds and enterprise
•Performs activities related to department’s mailing and releases client documentation via web portal
•Corresponds with CPF Board and agent banks on regular reportings
•May perform relevant service ad-hoc requests assigned by leader
•Acts as the subject matter expert for ongoing departmental or/and global TA projects as and when assigned

Compliance & Risk Management
•Adheres to all fund/company policies and regulatory controls/requirements
•Detects potential signs of fraudulent and/or suspicious activity and takes appropriate action with guidance

Business Process Improvement (Continuous Improvement)
•Understands and applies Franklin Templeton’s business process improvement principles by participating in Continuous Improvement training and activities
•Fundamental recognition of trends; presents questions that raise awareness
•and understanding
•Identifies improvement opportunities to streamline business processes resulting in greater efficiency, productivity and/or service

Teamwork, Networking & Partnering to Achieve Objectives
•Develops relationships within sphere of influence (i.e. supervisory team, functional group, etc.) to achieve divisional goals, satisfy customer needs, and resolve problems
•Participates in team discussions to build business insight and knowledge base in order to achieve individual goals and understand team/divisional objectives

Qualifications

Ideal candidates will have:
•A Bachelor's Degree
•Up to 1 year experience working in a financial services firm. Experience in transfer agency for asset management companies is highly desired
•Entry-level candidates are welcome to apply
•Strong PC knowledge including use of Microsoft Office applications
•Excellent written and verbal communication skills to interact with clients, business partners and management
•Build and maintain good relationship with clients and business partners
•Detailed oriented and good analytical skills to identify potential issues
•Effective organizational skills, ability to multitask and prioritize own workload
•Ability to work independently and in a team to collaborate effectively with cross-functional teams
•Ability to resolve queries arising in daily work, maintaining accountability and escalating issues appropriately

In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewards—the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results.

Candidates are welcome to visit our web site to find out more about our company:

http://www.franklintempleton.com

We regret that only short-listed candidates will be notified