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 Sun Life is a leading financial services organization dedicated to helping people achieve lifetime financial security and live healthier lives. It was founded in 1865, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is