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
Compensation and Benefits The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.
Salary Range: 54,600/54 600 - 84,800/84 800
Diversity and inclusion have always been at the core of our values at Sun Life.



A diverse workforce with wide perspectives and creative ideas perks our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds. Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [email protected]. We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you. We may use artificial intelligence to support candidate sourcing, screening, interview scheduling. We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Job Category: Customer Service / Operations
Posting End Date: 16/10/2026
Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers

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📌 Bilingual Account Resolution Representative (Ontario)
🏢 Sun Life Financial
📍 Ontario