Client Relationship Specialist

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!

What is the Premier Partner Services Team responsible for?

The Premier Partner Services (PPS) team supports approximately 200 top producing direct-to-fund financial professionals. PPS provides dedicated and direct support to some of our most valued clients by assisting them with their business and account-specific requests. The team is also responsible for various oversight responsibilities related to overall excellent customer experience across the Transfer Agent, including the Benji Mobile App. The team participates in analyzing and responding to customer feedback received through various channels.

What is the Client Relationship Specialist responsible for?

The Client Relationship Specialist performs a dynamic role that includes handling inbound financial professional calls plus an array of oversight activities that support customer experience and Transfer Agent functions in the US. The Specialist will partner with internal and external business partners to ensure outstanding service in support of an overall exceptional customer experience. The Specialist assists in determining operational needs and workflows to service complex products while coordinating across internal and external entities to implement solutions.

What are the ongoing responsibilities of a Client Relationship Specialist?

Operations & Service Delivery:

• Answers varying levels of complex customer inquiries, independently diagnoses customer concerns/problems, and partners across various divisions to implement solutions to resolve escalated issues via inbound or outbound phone calls.

• Identifies customer's current and future needs and builds relationships to proactively deliver an elevated customer experience.

• Verifies customer requests to ensure information is correct and in good order and takes appropriate action. Processes customer requests with moderate to high degree of complexity on business systems.

• Partners with the sales team for warm product leads, cross-promotion of campaigns, proactively identifies opportunities and makes suggestions that contribute to the satisfaction of service and operations goals.

• Applies information from communications regarding new products, industry environment and regulatory requirements to make decisions that are in the best interest of the customer, funds and enterprise.

• Possesses and applies specialized knowledge of specific product lines, customers, firms, or processes.

Compliance & Risk Management:

• Detects and assesses potential signs of fraudulent and/or suspicious activity and takes appropriate action.

• Performs compliance activities needed to support specialized product servicing within the scope of transfer agent functions.  Also performs oversight functions of third-party servicing agent(s).

Business Process Improvement:

• Assists in identifying trends and operational needs, effective process design, and procedures for new workflows and continuous improvement.

• Analyzes and leverages customer feedback to identify improvement opportunities and takes actions as needed for service recovery.

• Assists with department initiatives and special projects related to transfer agent servicing and priorities. 

Peer Leadership:

• Provides guidance, mentoring, and training to others.

• Aids team members in escalated situations to help mitigate risk.

• Mentors peers and shares subject matter expertise.

• Supports change management activities.

What ideal experience, qualifications, & skills would help someone to be successful?

• 5 - 10 years of experience working within a Transfer Agent providing exceptional client facing customer service and demonstrated business analyst experience

• Bachelor’s degree or equivalent experience

• Strong interpersonal and communication skills with the ability to confidently interact with clients and colleagues

• Detail oriented, strong organizational skills, and takes initiative

• Ability to multi-task with high accuracy

• Ability to maintain confidentiality and handle client account information

• Ability to identify problems, recommend solutions, evaluate potential impact, and implement improvements

• Call Center hours are 8:30am ET to 8pm ET- availability to work within the range of these hours

Franklin Templeton offers employees a competitive and valuable range of total rewards—monetary and non-monetary — designed to support their well-being and recognize their time, talents, and results. Along with base compensation, employees are eligible for an annual discretionary bonus, a 401(k) plan with a generous match, and recognition rewards. We also offer a comprehensive benefits package, which includes a range of competitive healthcare options, insurance, and disability benefits, employee stock investment program, learning resources, career development programs, reimbursement for certain education expenses, paid time off (vacation / holidays / sick / leave / parental & caregiving leave / bereavement / volunteering / floating holidays) and a motivational wellbeing program. We expect the annual salary for this position to range between $61,700.00 - $76,200.00, depending on level of relevant experience, plus discretionary bonus.

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