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-valuable-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

📌 Bilingual Account Resolution Representative (Toronto)
🏢 Sun Life
📍 Toronto