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Bilingual Account Resolution Representative (Mutual Funds) - Sun Life
Resolve not-in-good-order mutual and segregated fund transactions for Sun Life Global Investments. Validate documentation and coordinate with Advisors, Dealers, and MGAs to complete trade and account updates.
कनाडा$54,600 – $84,800 / वर्ष
हाइब्रिडअनुबंधमध्य स्तरवरिष्ठआवश्यक भाषा: अंग्रेज़ीआवश्यक भाषा: फ़्रेंचद्विभाषीविवरण
- Investigate, track, and resolve not-in-good-order (NIGO) requests for mutual and segregated fund transactions
- Validate trade and account documentation through proprietary software tools
- Coordinate with Advisors, Dealers, and MGAs to resolve trade and account updates efficiently
- Review NIGO trade and account update requests in the Automatic Work Distributor system
- Contact Advisors, Dealers, and MGAs by phone, email, or fax to obtain corrected requests
- Record comments and interaction details in proprietary software and Salesforce
- Track work packages through to resolution
- Handle follow-up questions from Advisors by phone and email
- Support account cleanups and ad hoc initiatives
- Develop cross-functional relationships that support rapid NIGO resolution
- Complete required training and assigned modules while maintaining ongoing learning
- Manage weekly huddle-master and email-inbox monitoring responsibilities
- Escalate exception cases to the Team Lead
- Suggest considered process improvements
- Build subject-matter expertise and contribute to projects
- Participate in team events and knowledge-sharing activities
आवश्यकताएँ
- Bilingual French and English proficiency, both oral and written, is required for Quebec-based roles
- Knowledge of mutual fund and segregated fund products and administration
- Comfort working simultaneously across multiple software interfaces and technology applications
- Strong organization and multitasking skills, with the ability to build positive relationships while meeting KPIs, service-quality standards, and SLAs
- Clear phone and email communication skills, including the ability to explain complex steps concisely
- Experience in a high-volume investment operations environment
- Proven problem-solving ability, including analyzing data and making recommendations
- Results-focused approach with personal accountability
- Availability for a fixed Monday-to-Friday shift between 10:00 a.m. and 6:00 p.m.
- Knowledge of wealth products offered by Sun Life Global Investments is preferred
- Knowledge of complex investment fund processes, including estate settlements, locked-plan administration, and RESP administration, is preferred
- IFIC Fund Operations or Canadian Securities Course certification is an asset
- Experience with investment fund distribution networks and related operating systems
लाभ
- Hybrid working model with office and virtual flexibility based on business, client, and employee needs
- Incentive plans may be available to eligible employees, subject to individual and company performance
- Accommodation support is available during the application process
- Access to training and assigned learning modules
- Opportunities for continuous learning
- Involvement in projects, team events, and knowledge transfers
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