Bilingual Account Resolution Representative

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Account Resolution Representative (ARR) is responsible for the investigation, follow-up and resolution of not-in-good-order (NIGO) transaction requests for mutual and segregated funds distributed by Sun Life Global Investments.

In this role, you will validate trade and account related documentation using a proprietary software interface and liaise with Advisors, Dealers and MGAs to obtain efficient and timely resolution of trade and account updates. You'll work in a volume and production driven environment where speed, quality, attention to details, multitasking, and communication prowess matter.

What will you do?

• Pull up, review and validate not-in-good-order (NIGO) trade and account update requests using the Automatic Work Distributor system within a proprietary software interface
• Contact Advisors, Dealers and MGAs by phone, email or fax to obtain amended requests, using Sales Force contact information and customized contact sheets
• Log all comments and interaction notes in the proprietary software interface and Sales Force, and continue to monitor work packages until resolution
• Respond to follow up inquiries from Advisors by phone and email
• Participate in account cleanups and ad hoc initiatives
• Build cross-functional relationships with other teams within the department to facilitate quick NIGO resolution
• Actively own their learning journey, complete all training and assigned modules and adopt a continuous learning attitude
• Weekly chair duties which include being the huddle master and email inbox monitor
• Escalate exception cases to Team Lead
• Contribute to continuous improvement by recommending well-thought out changes
• Develop into a SME on a specific topic and participate in projects as required
• Demonstrate active team engagement in events and knowledge transfers

What do you need to succeed?

• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada
• Excellent communication skills by phone and email, ability to communicate complex steps succinctly
• Ease working concurrently with multiple software interfaces and tech applications
• Well organized with the ability to multitask and forge positive relationships while maintaining excellent KPIs, service quality and SLAs
• Demonstrated problem solving capabilities; ability to analyze data and make recommendations
• Results-oriented and takes personal accountability
• Experience within a high-volume Investment Operations setting
• Knowledge of Mutual Fund and Segregated Fund products is an asset
• Ability and willingness to work a fixed shift between 10:00 am and 6:00 pm Monday to Friday

Preferred skills

• Knowledge of complex investment fund processes including Estate Settlements, locked plan administration, and RESP administration
• IFIC Fund Operations or Canadian Securities Course is an asset
• Knowledge of wealth products offered by Sun Life Global Investments
• Experience with the distribution network and various operating systems used within the investment fund industry

What's in it for you?

• We 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.
• A caring, supportive, and inclusive culture.
• 15 days' vacation per year, personal days, and a unique Sabbatical Program giving you the opportunity to take up to 6 weeks off, every five years.
• Pension Plan, Stock Ownership Program and Flexible Benefits from the day you join to meet the needs of you and your family.
• Lumino Health Virtual Care giving you quick access to doctors.

#LI-Hybrid
 

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.  

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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