At Franklin Templeton Investments, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners. Over 9,000 employees working in 60 offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries. For over 65 years, our success has been a direct result of the talent, skills and persistence of our people. We are looking for a Client Services Executive to join our team in Hong Kong. This role is responsible for providing a positive customer experience for all clients through activities related to broker/shareholders, back office function, 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. What are the ongoing responsibilities of this position? Client Service Delivery
Answers routine to complex customer inquiries, determines customer concerns/problems, and contributes to the resolution of escalated issues by offering solutions within scope of work via inbound and outbound calls
Adheres to all policies & procedure guidelines and customer service standards to achieve operational, productivity and quality objectives
Compliance & Risk Management
Detects and assesses potential signs of fraudulent and/or suspicious activity and takes appropriate action with guidance
Adheres to all fund and company policies and regulatory controls and requirements and offers suggestions or feedback when requested or appropriate
Business Process Improvement (Continuous Improvement)
Participates in business improvement activities, demonstrates basic understanding of lean concepts and improvements to existing workflows; supports change management activities
Identifies trends and recommends improvement opportunities to streamline business processes resulting in greater efficiencies, productivity and service
Teamwork, Networking & Partnering to Achieve Objectives
Develops and leverages internal and external relationships to achieve shared priorities and goals, satisfy customer needs, resolve problems and increase business insight and awareness
Actively participates in team meetings by contributing topics for discussion and offering ideas and feedback
Qualifications What qualifications, skills and experience would help someone to be successful?
A Bachelor's Degree
1 to 2 years' experience working in a financial services firm ideally in a client service role
Mutual funds experience is a plus
Strong PC knowledge including use of Microsoft Office applications
Excellent written and verbal communication skills in English and Chinese to interact with clients, business partners and management
Proficiency in Mandarin is a plus
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
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.