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.
In this role, you will validate trade and account related documentation using a proprietary software interface and liaise with Advisors, Dealers and MGAs to obtain efficient and timely resolution of trade and account updates. You’ll work in a volume and production driven environment where speed, quality, attention to details, multitasking, and communication prowess matter.
What will you do?
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
What do you need to succeed?
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
Preferred skills
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
What’s in it for you?
We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
A caring, supportive, and inclusive culture.
15 days' vacation per year, personal days, and a unique Sabbatical Program giving you the opportunity to take up to 6 weeks off, every five years.
Pension Plan, Stock Ownership Program and 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.
Bilingual Account Resolutions Representative • Sun Life Montreal Metcalfe
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