Bilingual Account Resolution Representative
Sun Life is a company that values unique backgrounds and experiences, encouraging employees to reach their potential. The Bilingual Account Resolution Representative is responsible for investigating and resolving not-in-good-order transaction requests, ensuring efficient communication with Advisors and maintaining high-quality service standards.
Responsibilities
- Pull up, review and validate not-in-good-order (NIGO) trade and account update requests using the Automatic Work Distributor system within a proprietary software interface
- Contact Advisors, Dealers and MGAs by phone, email or fax to obtain amended requests, using Sales Force contact information and customized contact sheets
- Log all comments and interaction notes in the proprietary software interface and Sales Force, and continue to monitor work packages until resolution
- Respond to follow up inquiries from Advisors by phone and email
- Participate in account cleanups and ad hoc initiatives
- Build cross-functional relationships with other teams within the department to facilitate quick NIGO resolution
- Actively own their learning journey, complete all training and assigned modules and adopt a continuous learning attitude
- Weekly chair duties which include being the huddle master and email inbox monitor
- Escalate exception cases to Team Lead
- Contribute to continuous improvement by recommending well-thought out changes
- Develop into a SME on a specific topic and participate in projects as required
- Demonstrate active team engagement in events and knowledge transfers
Skills
- Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada
- Excellent communication skills by phone and email, ability to communicate complex steps succinctly
- Ease working concurrently with multiple software interfaces and tech applications
- Well organized with the ability to multitask and forge positive relationships while maintaining excellent KPIs, service quality and SLAs
- Demonstrated problem solving capabilities; ability to analyze data and make recommendations
- Results-oriented and takes personal accountability
- Experience within a high-volume Investment Operations setting
- Knowledge of Mutual Fund and Segregated Fund products is an asset
- Ability and willingness to work a fixed shift between 10:00 am and 6:00 pm Monday to Friday
- 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
- Knowledge of wealth products offered by Sun Life Global Investments
- Experience with the distribution network and various operating systems used within the investment fund industry
Benefits
- 15 days' vacation per year
- Personal days
- Unique Sabbatical Program giving you the opportunity to take up to 6 weeks off, every five years
- Pension Plan
- Stock Ownership Program
- Flexible Benefits from the day you join to meet the needs of you and your family
- Lumino Health Virtual Care giving you quick access to doctors
Company Overview