Senior Transfer Agency (TA) Client Representative at Franklin Templeton Investments

We are looking for a Senior Transfer Agency (TA) Client Representative to join the South Africa office. This role has the primary responsibility to ensure excellent customer service is maintained and provided to both internal and external clients. The Senior TA Client Representative will also need to develop and maintain relationships with TA departments, and other functional areas within the Company.

What are the ongoing responsibilities of this position?

• Ensure that our service offering is well defined, communicated and understood by our customers
• Provide high quality customer service by answering inquiries in writing from shareholders, dealers, internal and prospective clients
• Support the client service function within the team for external & internal customers including follow-up with clients on deal instructions that are not in good order, transactions settlement issues, product queries etc
• Strictly adhere to Franklin Templeton’s policies and procedures when performing the above
• Manage client expectations and control the orderly resolution of clients’ queries within agreed service standards; communicate service delivery levels and participate in regular internal customer service meetings
• Serve as technical resource for internal and external customers and promote the good reputation and achievements of Client Dealing Services (CDS)
• Act as liaison between the customers, the sales departments and the operation teams
• Ad-hoc activities (keep abreast of current market information, our company and department, our product range, understand and work according to company policies & procedures)
• Ensure key transaction related items (unsettled cash, interest claims, complaints, adjustments, etc.) are addressed on a timely basis
• Receive and review incoming orders/applications. Resolve any items which are ‘not in good order’
• Ensure service cover is available at all times in co-ordination with colleagues and line manager
• Ensure that all customer queries are properly logged in Franklin Templeton’s core system
• Production and communication of monthly statistics and reporting of serious complaints
• Create and update procedures when and as required
• Handle any other issues and tasks as may be delegated by the Supervisor

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

• Minimum Diploma or equivalent experience in financial business
• Strong client service skills
• At least 3 years of experience in the transfer agency environment
• Fluency in English and Afrikaans, any other languages would be an advantage
• Good Understanding about the local Financial Market and Regulatory requirement
• Good computer literacy
• Solid MS Office literacy (with strong focus on MS Excel)
• Good team player with ability to also work independently
• Ability to work under pressure & to meet deadlines
• Flexible and willing to adapt to changes in a fast growing industry
• Good sense of organization and initiative on general and specific tasks
• Committed to self-development
• Good attention to detail and ability to detect suspicious activity

What makes Franklin Templeton Investments unique?

• 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.
• We believe that being a good corporate citizen is good business. To us, corporate citizenship means being accountable, serving our clients, being an employer of choice, managing our environmental impact, and supporting our communities. An emphasis on corporate citizenship is embedded in our culture and values, and is an important element of how we achieve success.
• We are also committed to your learning and development with resources focused around Experience, Exposure, and Education, to help you achieve your professional development goals. Take some time to, meet some of our people, and see what it means to say, “I AM Franklin Templeton.”
• Franklin Templeton Investments values diversity in its workforce and welcomes employees from different backgrounds, generations, capabilities, cultural identification, sexual orientations, and gender expression, in addition to other attributes that contribute to a truly diverse and inclusive community.

We regret that only short-listed candidates will be notified.