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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 in a bilingual account resolution role. Validate documentation and coordinate with Advisors, Dealers, and MGAs to complete trade and account updates.

CACanada
$54,600 – $84,800 / year
HybridFull-timeMiddleSeniorEnglish RequiredFrench RequiredBilingual

Description

  • Investigate and resolve not-in-good-order (NIGO) transaction requests for mutual and segregated funds
  • Verify trade and account documentation through proprietary software
  • 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 secure corrected requests
  • Record comments and interaction details in proprietary software and Salesforce while tracking work packages through resolution
  • Answer Advisors’ follow-up questions by phone and email
  • Support account cleanups and other ad hoc initiatives
  • Strengthen cross-functional relationships to accelerate NIGO resolution
  • Complete required training and modules while pursuing ongoing learning
  • Handle weekly chair responsibilities, including huddle leadership and email inbox monitoring
  • Refer exception cases to the Team Lead
  • Suggest considered improvements that support continuous improvement
  • Build subject matter expertise and contribute to projects as needed
  • Participate actively in team events and knowledge-sharing sessions

Requirements

  • French-English bilingual proficiency, both spoken and written, is required for Quebec-based roles
  • Knowledge of mutual fund and segregated fund products and administration
  • Comfort working across multiple software interfaces and technology applications at the same time
  • Ability to manage multiple tasks while meeting key performance indicators, service standards, and SLAs
  • Strong phone and email communication skills, including the ability to explain complex processes clearly and 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 industry operating systems is preferred

Benefits

  • Hybrid work options, with office and virtual arrangements determined by business, client, and employee needs
  • Incentive plans may be available to eligible employees, with discretionary payment based on individual and company performance
  • Disability accommodation support and alternative-format job postings are available

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