Summary
Overview
Work History
Education
Skills
Timeline
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WILFRED RAFANAN

Sacramento,CA

Summary

Senior Client Service Representative with a proven track record at Fidelity National Information Services and Franklin Templeton Investments, excelling in account management and compliance. Recognized for strong leadership and analytical skills, I enhanced operational efficiency and client satisfaction through innovative process improvements and effective team collaboration. Expertise in 529 college savings plans and retirement investment products drives successful client outcomes.

Overview

31
31
years of professional experience

Work History

Senior Client Service Representative

Fidelity National Information Services, FIS
02.2022 - 12.2024
  • Maintained detailed records of client interactions, allowing for personalized follow-ups and targeted communications.
  • Facilitated the onboarding process for new clients, ensuring seamless transitions and positive first impressions.
  • Managed and serviced state-sponsored 529 college savings plans, ensuring compliance with regulatory requirements and accurate recordkeeping.
  • Provided expert assistance to school representatives, account owners, and beneficiaries regarding scholarships, tuition benefits, and account inquiries.
  • Managed high-volume client portfolios, ensuring timely responses and accurate information delivery.
  • Authored and implemented standardized policies and procedures to reduce discrepancies across processing teams and improve operational consistency.
  • Initiated and facilitated weekly virtual team huddles and meetings to discuss policy updates, workflow priorities, and volume management strategies.
  • Reviewed and processed complex legal documents such as trusts, guardianship papers, divorce decrees, death certificates, and letters testamentary to support accurate account ownership changes.
  • Oversaw rejected Department of Labor (DOL) online account application reports, ensuring prompt correction and trade execution to meet service standards.
  • Identified and proposed updates to internal forms and client applications, improving usability and reducing customer service errors.
  • Designed and facilitated cross-training programs for new hires, equipping them with comprehensive knowledge of customer service protocols, systems, and best practices to ensure consistent service quality and faster onboarding.

Senior Retirement Client Representative

Franklin Templeton Investments
02.1994 - 01.2022
  • Developed strong relationships with clients, financial professionals and third party administrators by establishing trust and understanding their retirements portfolio and objectives.
  • Managed and serviced Individual Retirement Accounts (IRAs), employer-sponsored plans, and Tax-Sheltered Annuity (TSA) plans, ensuring compliance with IRS regulations and maintaining accurate account records.
  • Provided guidance to shareholders, employers, and financial advisors on investment options, plan rules, and account maintenance.
  • Educated plan participants on tax liabilities, early withdrawal penalties, and IRS regulations, helping them make informed decisions and avoid costly tax consequences.
  • Analyzed and monitored annual contribution limits to prevent excess contributions and ensure participants remained within IRS guidelines.
  • Calculated participants' annual Required Minimum Distributions (RMDs) in accordance with IRS life expectancy tables and account balances, ensuring timely distribution to avoid penalties and maintain regulatory compliance.
  • Reviewed and managed dormant accounts, ensuring proper notification to account holders or beneficiaries in compliance with state unclaimed property laws.
  • Monitored transactions on frozen assets to detect and prevent fraudulent or unauthorized activity.
  • Researched and corrected contribution errors to ensure accuracy in tax reporting and year-end statements (e.g., 1099-R, 5498).
  • Delivered quality customer service through multiple communication channels, including phone, email, fax, and written correspondence, ensuring prompt and accurate resolutions.
  • Acted as a subject-matter expert (SME) for complex account scenarios, including death benefits claim, UTMA/UGMA age terminations, QDROs, conservatorship, trust, and estate accounts.
  • Participated in fund mergers, system conversions, and platform enhancements, supporting seamless transitions for participants and internal teams.
  • Contributed to the redesign of outdated forms and applications, incorporating new legal clauses and participant options to enhance usability and compliance.
  • Processed returned checks in coordination with the accounting department, following established protocols to maintain accurate financial records.
  • Developed and maintained a team database to track workflow inconsistencies, identifying procedural gaps and supporting process improvement initiatives.
  • Initiated and led weekly team meetings to communicate updates on processing changes, system enhancements, and workflow priorities.

Education

Bachelor of Science - Aeronautical Engineering

PATTS SCHOOL OF AERONAUTICS
Manila, Philippines

Skills

  • Client call center support
  • Retirement client product support
  • 529 college savings plan client support
  • Strong leadership
  • Account management and record keeping
  • Meeting deadlines
  • Teamwork skills
  • Analytical thinking
  • Problem-solving resolutions
  • Multitasking abilities
  • Time management abilities
  • Microsoft Office (Excel, Word Access, Outlook, Teams)

Timeline

Senior Client Service Representative

Fidelity National Information Services, FIS
02.2022 - 12.2024

Senior Retirement Client Representative

Franklin Templeton Investments
02.1994 - 01.2022

Bachelor of Science - Aeronautical Engineering

PATTS SCHOOL OF AERONAUTICS

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WILFRED RAFANAN