Bilingual Account Resolution Representative

Job Description

:

1 year contract

Job description

• The Account Resolution Representative (ARR) is responsible for the investigation, follow up and resolution of not-in-good-order (NIGO) transaction requests for mutual and segregated funds distributed by Sun Life Global Investments. The ARR validates trade and account related documentation using a proprietary software interface and liaises with Advisors, Dealers and MGAs to obtain efficient and timely resolution of trade and account updates. The ARR works in a volume and production driven environment where speed, quality, keen eye to detail, concurrent multi-tasking with multiple software interfaces, and communication prowess matter.

Qualifications

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only to answer calls from English and French-speaking clients across Canada or worldwide.
• Knowledge of Mutual Fund and Segregated Fund products and administration
• Ease working concurrently with multiple software interfaces and tech applications
• Well organized with the ability to multi-task and forge positive relationships while maintaining excellent KPIs, service quality and SLAs
• Excellent communication skills by phone and email, ability to communicate complex steps succinctly
• Experience within a high volume Investment Operations setting
• Demonstrated problem solving capabilities; ability to analyze data and make recommendations
• Results oriented; takes personal accountability
• Ability and willingness to work a fixed shift between 10:00 am and 6:00 pm Monday to Friday

Preferred skills

• 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 the distribution network and various operating systems used within the investment fund industry

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