Bilingual Customer Service Representative

Job Description :The Dealer Operations Team seeking an exceptional, customer-oriented team player eager to join our growing, fast paced, and challenging environment.As a Bilingual Customer Service Representative - Mutual funds Operations you'll play a key role in the day-to-day servicing of English and French Advisors/ Clients across Canada. Specializing in Nominee and Client name platforms, managing transactions in Mutual funds, Segregated funds, Exchange Traded Funds and Liquid Alternatives. In this role you will acquire foundational knowledge of products and procedures and build up to managing complex cases. With the constant evolution of technology, having strong consultants who providepersonalized support allows us to focus on a high end client experience while strengthening the Sun Life brand.What will you do?Resolve advisor inquiries with a client-centered approach, demonstrating flexibility and adaptabilityPrioritize work to meet 4pm market deadlines for deposits and withdrawals of fundsNavigate complex and time-sensitive cases using critical thinking and problem-solving skillsCommunicate effectively via email and phone with Advisors, fund companies, and related teamsComplete all work with high attention to detail and accuracyAct as an escalation point of contact, taking ownership of cases end-to-endReview documentation and information at account openingAction transfers of client accounts internally and externallySupport quality checks and reconciliation of financial work through control reportsWork closely with advisors to complete sensitive cases such as Estate/Death claims, Unlocking of funds, and Marriage breakdownsMaintain accuracy of tax coding for transactions and resolve tax-related inquiriesProcess corrections and complete Letters of Indemnity for fund companiesCollaborate with internal teams to resolve cases and identify continuous improvements of internal processesWhat do you need to succeed?Excellent customer service skills with a focus on putting the client firstStrong problem-solving and decision-making abilities, with a willingness to learn and apply new methods and toolsOutstanding written and verbal communication skills, able to relate openly with diverse groupsSelf-motivated and self-directed, with the ability to work independently and as part of a teamMathematical aptitude and attention to detailAbility to work in a fast-paced environment with a sense of urgencyUniversity/College diplomaUnderstanding of Mutual, Segregated, and Exchange Traded FundsStrong prioritization and time management skillsEnthusiasm for learning and adopting new technologiesInterest in understanding how the business works and applying detailed business information to your workAbility to remain calm and focused despite disruptions or obstaclesBilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwidePlease note that there will be grammatical tests (French and English)Assets:Call center experienceCompletion of Investment Funds in Canada (IFIC) Operations, Canadian Securities Course (CSC), or Exchange Traded Funds (ETF) coursesExperience with systems such as Univeris, FundServ, ATON/TMX, Customer Service Work Bench (CSW)What's in it for you?The opportunity to move along a variety of career paths with amazing networking potentialFlexible Benefits from the day you join to meet the needs of you and your familyWe’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potentialWe’re honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® CanadaWe are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health*LI-MS