Customer Service Representative

Job description

At Franklin Templeton, we’re driving our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we offer opportunities not only to help you reach your potential but also to contribute to our clients’ achievements. **Come join us in delivering better outcomes for our clients around the world!** ***About the GSS - India:*** - Our GSS India team delivers a wide range of shared services and operational support functions to business units and stakeholders across the organization. We manage critical processes, ensure adherence to policies and processes, support process improvements and standardization initiatives, and provide timely resolution of customer queries. The team collaborates closely with internal and external stakeholders to enhance service quality, drive efficiency, and support business objectives through continuous improvement and digital transformation initiatives. Joining us offers broad exposure to global operations, cross-functional collaboration, process excellence, and opportunities to develop expertise in shared services, stakeholder management, and business process optimization. # ***How Will You Add Value?*** ***What are the Core Responsibilities:*** - Serve as the primary point of contact for investors across multiple communication channels (phone, email, chat, and branch interactions). - Assist customers with mutual fund account opening, KYC updates, and transaction-related processes. - Address investor queries related to investments, redemptions, SIPs, STPs, SWPs, fund performance, and account statements. - Provide guidance on operational procedures, documentation requirements, and regulatory compliance. - Resolve customer complaints and service requests within defined turnaround times (TATs). - Coordinate with Registrars & Transfer Agents (RTAs), distributors, custodians, and internal stakeholders to ensure seamless service delivery. - Process and track investor requests, including changes in personal details, bank mandates, nominations, and FATCA declarations. - Educate investors on digital platforms, self-service options, and online transaction capabilities. - Ensure adherence to SEBI, AMFI, and company policies while handling customer interactions and transactions. - Monitor and maintain service quality standards, customer satisfaction levels, and operational accuracy. - Identify recurring issues and recommend process improvements to enhance customer experience and operational efficiency. - Maintain accurate records of customer interactions, requests, and resolutions in CRM systems. - Support product launches, policy changes, and investor communication initiatives. - Escalate complex cases and potential risk issues to relevant teams for timely resolution. - Contribute to customer retention and relationship-building efforts through proactive engagement and exceptional service delivery. # ***What are the Strategic Responsibilities?*** - Develop and execute customer service strategies aligned with organizational goals and investor experience objectives. - Drive customer-centric initiatives to improve investor satisfaction, loyalty, and retention. - Analyse customer feedback, service metrics, and industry trends to identify improvement opportunities and enhance service delivery. - Lead digital adoption initiatives by promoting self-service platforms, mobile applications, and automated customer journeys. - Ensure service delivery frameworks comply with regulatory requirements, internal policies, and industry best practices. - Identify and implement process improvement and automation opportunities to reduce turnaround times and enhance accuracy. - Support new product launches, regulatory changes, and business transformation initiatives through effective customer communication and readiness planning. - Establish and monitor key performance indicators (KPIs) and service standards to drive operational excellence and continuous improvement. - Build strong relationships with internal and external stakeholders to influence service enhancements and achieve business objectives. # ***What will help you be successful in this role?*** ***Experience, Education & Certifications:*** - Bachelor’s degree in arts, Commerce, Science, Finance, Business Administration, Economics, or a related field. - Minimum 2 years of experience in the Mutual Fund, Asset Management, Banking, or Financial Services industry, preferably in a customer-facing or investor servicing role. - Strong verbal and written communication skills with the ability to interact professionally with investors, distributors and stakeholders. - Basic understanding of mutual fund products, investment concepts, and financial markets. - Mandatory certification in **NISM-Series-V-A** (Mutual Fund Distributors Certification Examination). Additional qualifications, including NISM-Series-XIII (Common Derivatives Certification Examination), will be considered an added advantage. - Proficiency in Microsoft Office applications and the ability to learn and use CRM and service management systems effectively. # ***What are the technical Skills?*** - Working knowledge of Mutual Fund products, investor servicing processes, and transaction lifecycle management. - Understanding of SEBI, AMFI, KYC, FATCA, and related regulatory requirements. - Proficiency in Microsoft Office applications, particularly Excel and PowerPoint. - Experience with CRM systems, customer service platforms, and case/ticket management tools. - Ability to analyse customer data, service metrics, and operational reports for effective decision-making. ***Soft Skills:*** - Strong c