Bilingual Account Resolution Representative

Sun Life is a company that values unique backgrounds and experiences, encouraging employees to reach their potential. The Bilingual Account Resolution Representative is responsible for investigating and resolving not-in-good-order transaction requests, ensuring efficient communication with Advisors and maintaining high-quality service standards.

Responsibilities

• 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

Skills

• 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
• 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

Benefits

• 15 days' vacation per year
• Personal days
• Unique Sabbatical Program giving you the opportunity to take up to 6 weeks off, every five years
• Pension Plan
• Stock Ownership Program
• 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

Company Overview