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Sun Life
Sun Life
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Sun Life is a global financial services company headquartered in Toronto, Canada. Founded in 1865, it provides insurance, investment, financial advice, wealth, health, and asset management solutions for individuals, businesses, and institutions. Sun Life operates across North America, Asia, and Europe, combining financial services with health-focused offerings while emphasizing sustainability, diversity and inclusion, and community impact. Its broad business supports teams working across finance, healthcare, consulting, and related services.
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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.

CACanada
$54,600 – $84,800 / year
HybridContractMiddleSeniorEnglish RequiredFrench RequiredBilingual

Description

  • 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

Requirements

  • 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

Benefits

  • 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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