You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Dealer Operations Team seeking an exceptional, customer-oriented team player eager to join our growing, fast paced, and challenging environment.

As a Bilingual Customer Service Representative - Mutual funds Operations you'll play a key role in the day-to-day servicing of English and French Advisors/ Clients across Canada. Specializing in Nominee and Client name platforms, managing transactions in Mutual funds, Segregated funds, Exchange Traded Funds and Liquid Alternatives. In this role you will acquire foundational knowledge of products and procedures and build up to managing complex cases. With the constant evolution of technology,



having strong consultants who provide personalized support allows us to focus on a high end client experience while strengthening the Sun Life brand.

What will you do?

- Resolve advisor inquiries with a client-centered approach, demonstrating flexibility and adaptability
- Prioritize work to meet 4pm market deadlines for deposits and withdrawals of funds
- Navigate complex and time-sensitive cases using critical thinking and problem-solving skills
- Communicate effectively via email and phone with Advisors, fund companies, and related teams
- Complete all work with high attention to detail and accuracy
- Act as an escalation point of contact, taking ownership of cases end-to-end
- Review documentation and information at account opening
- Action transfers of client accounts internally and externally
- Support quality checks and reconciliation of financial work through control reports
- Work closely with advisors to complete sensitive cases such as Estate/Death claims, Unlocking of funds, and Marriage breakdowns
- Maintain accuracy of tax coding for transactions and resolve tax-related inquiries
- Process corrections and complete Letters of Indemnity for fund companies
- Collaborate with internal teams to resolve cases and identify continuous improvements of internal processes

What do you need to succeed?

- Excellent customer service skills with a focus on putting the client first




- Strong problem-solving and decision-making abilities, with a willingness to learn and apply new methods and tools
- Outstanding written and verbal communication skills, able to relate openly with diverse groups
- Self-motivated and self-directed, with the ability to work independently and as part of a team
- Mathematical aptitude and attention to detail
- Ability to work in a fast-paced environment with a sense of urgency
- University/College diploma
- Understanding of Mutual, Segregated, and Exchange Traded Funds
- Robust prioritization and time management skills
- Enthusiasm for learning and adopting new technologies
- Interest in understanding how the business works and applying detailed business information to your work
- Ability to remain calm and focused despite disruptions or obstacles
- Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide

Please note that there will be grammatical tests (French and English)

Assets:

- Call center experience
- Completion of Investment Funds in Canada (IFIC) Operations, Canadian Securities Course (CSC), or Exchange Traded Funds (ETF) courses
- Experience with systems such as Univeris, FundServ, ATON/TMX, Customer Service Work Bench (CSW)

What's in it for you?

- The opportunity to move along a variety of career paths with amazing networking potential
- Flexible Benefits from the day you join to meet the needs of you and your family
- We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our

📌 Bilingual Customer Service Representative (Toronto)
🏢 SunLife
📍 Toronto