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Bilingual Account Resolution Representative (Toronto Hybrid)
Resolve not-in-good-order mutual and segregated fund transactions for Sun Life by validating documentation and coordinating with Advisors, Dealers, and MGAs.
कनाडा$54,600 – $84,800 / वर्ष
हाइब्रिडअनुबंधमध्य स्तरवरिष्ठआवश्यक भाषा: अंग्रेज़ीआवश्यक भाषा: फ़्रेंचद्विभाषीविवरण
- Investigate and resolve not-in-good-order (NIGO) transaction requests for mutual and segregated funds
- Validate trade and account documentation through proprietary software interfaces
- Coordinate with Advisors, Dealers, and MGAs to resolve trade and account updates promptly
- 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 amended requests
- Record comments and interaction notes in proprietary software and Salesforce, and monitor work packages through resolution
- Answer Advisors’ follow-up questions by phone and email
- Support account cleanups and other ad hoc initiatives
- Build cross-functional relationships that enable efficient NIGO resolution
- Complete required training and modules while maintaining continuous learning
- Serve as weekly huddle master and email inbox monitor
- Escalate exception cases to the Team Lead
- Propose considered changes that support continuous improvement
- Develop subject-matter expertise and contribute to projects as needed
- Take part in team events and knowledge-sharing sessions
आवश्यकताएँ
- French and English bilingualism, both oral and written, is required for Quebec only
- Knowledge of mutual fund and segregated fund products and administration
- Comfort working across multiple software interfaces and technology applications
- Strong organization, multitasking ability, relationship-building skills, and consistent performance against KPIs, service quality standards, and SLAs
- Excellent phone and email communication skills, including the ability to explain complex steps concisely
- Experience in a high-volume investment operations environment
- Demonstrated problem-solving ability, including data analysis and recommendation-making
- 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
- 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
- Experience with investment fund distribution networks and their operating systems
लाभ
- Hybrid work with flexibility to work from the office or virtually according to business, client, and employee needs
- Incentive plans may be available to eligible employees, with discretionary payment based on individual and company performance
- Training and assigned learning modules
- Opportunities for continuous learning
- Accommodation support throughout the application process
- Alternative-format job postings available upon request
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