Fraud Manager, Data & AI
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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.
Sun Life Bilingual Account Resolution Representative - Toronto Hybrid
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 account and trade updates.
Description
- Investigate, follow up on, and resolve not-in-good-order (NIGO) transaction requests involving mutual and segregated funds distributed by Sun Life Global Investments.
- Verify trade and account documentation through a proprietary software interface.
- Coordinate with Advisors, Dealers, and MGAs to resolve trade and account updates promptly.
- Review and validate 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 the proprietary interface and Salesforce, and track work packages through resolution.
- Answer follow-up questions from Advisors by phone and email.
- Support account cleanup activities and other ad hoc initiatives.
- Develop cross-functional relationships that support timely NIGO resolution.
- Complete required training and modules while pursuing ongoing learning.
- Handle weekly huddle-master and email-inbox-monitor responsibilities.
- Escalate exception cases to the Team Lead.
- Propose thoughtful improvements to processes and ways of working.
- Build subject-matter expertise and contribute to projects as needed.
- Participate actively in team events and knowledge-sharing sessions.
Requirements
- Fluency in both spoken and written French and English is required for Quebec-based roles.
- Understanding of mutual fund and segregated fund products and administration.
- Comfort working across multiple software interfaces and technology applications at the same time.
- Strong organization and multitasking skills, with the ability to maintain KPIs, service quality, and SLAs.
- Excellent 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 for outcomes.
- Availability to work 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 certification is an asset.
- Experience with investment fund distribution networks and the operating systems used across the industry.
Benefits
- Hybrid work with flexibility to work from the office and virtually.
- Incentive plans may be available to eligible employees, with payments discretionary and based on individual and company performance.
- Accommodation support is available for persons with disabilities, along with alternative-format job postings.
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