Customer Service Representative

At Franklin Templeton, we believe success is built through powerful partnerships. As a forward thinking asset manager, we build dynamic relationships with clients, understand their goals, and navigate complex markets together. We leverage cutting edge strategies and deep insights to unlock opportunities for long term wealth creation. Our talented, global teams bring expertise that is both broad and unique.

From our welcoming, inclusive, and supportive culture to our globally diverse business, we offer opportunities not only to help you reach your potential, but also to contribute to our clients’ success.

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 customer focus with a commitment to delivering exceptional service.

• Excellent verbal and written communication skills.

• Strong problem-solving and analytical thinking abilities.

• Strong stakeholder management, negotiation, and collaboration skills.

• High attention to detail, accountability, and ability to work in a fast-paced environment.

Work Shift Timings - 9:00 AM - 6:00 PM IST

At Franklin Templeton, we believe your benefits should support your life, your goals, and your future. That’s why we offer a comprehensive Total Rewards package designed to help you thrive both personally and professionally.

Highlights of our benefits include:

• Professional development growth opportunities through in-house classes and over 150 Web-based training courses
• An educational assistance program to financially help employees seeking continuing education
• Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee’s dependents (spouses, children and dependent parents)
• Life insurance for protection of employees’ families
• Personal accident insurance for protection of employees and their families
• Personal loan assistance
• Employee Stock Investment Plan (ESIP)
• 12 weeks Paternity leave

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.