Bilingual Account Resolution Representative

Sun Life

. Investigate, follow up on and resolve not-in-good-order (NIGO) transaction requests for mutual and segregated funds .

Posted 10/9/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$54,600 - CA$84,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving NIGO transaction requests for mutual and segregated funds while maintaining high service quality and KPIs. Proficient in using proprietary software and Salesforce for documentation validation and communication with Advisors and Dealers.

Highest-signal resume keywords

Bilingualism (French, English)Knowledge of Mutual Fund and Segregated Fund ProductsExperience in Investment OperationsExcellent Communication SkillsProblem Solving Capabilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

NIGO Transaction ResolutionDocumentation ValidationData AnalysisMulti-taskingKPI Management

Soft Skills

Excellent CommunicationResults OrientedTeam CollaborationContinuous Learning AttitudeAccountability

Tools & Technologies

Proprietary Software InterfaceSalesforceAutomatic Work Distributor

Certifications & Qualifications

IFIC Fund OperationsCanadian Securities Course

Industry Keywords

Investment Fund IndustryWealth ProductsEstate SettlementsLocked Plan AdministrationRESP Administration

About the role

Key responsibilities & impact

Investigate, follow up on and resolve not-in-good-order (NIGO) transaction requests for mutual and segregated funds
Validate trade and account-related documentation using a proprietary software interface
Liaise with Advisors, Dealers and MGAs to obtain efficient and timely resolution of trade and account updates
Review and validate NIGO trade and account update requests using the Automatic Work Distributor system
Contact Advisors, Dealers and MGAs by phone, email or fax to obtain amended requests
Log comments and interaction notes in the proprietary software interface and Salesforce, and 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 to facilitate quick NIGO resolution
Complete training and assigned modules and maintain a continuous learning attitude
Perform weekly chair duties, including huddle master and email inbox monitor
Escalate exception cases to the Team Lead
Recommend well-thought-out changes to support continuous improvement
Develop into a subject matter expert and participate in projects as required
Engage actively in team events and knowledge transfers

Requirements

What you’ll need

Bilingualism (French, English, both oral and written) is required for Quebec only
Knowledge of Mutual Fund and Segregated Fund products and administration
Ease working concurrently with multiple software interfaces and tech applications
Ability to multi-task 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
Knowledge of wealth products offered by Sun Life Global Investments is preferred
Knowledge of complex investment fund processes including Estate Settlements, locked plan administration, and RESP administration is preferred
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 is preferred

Benefits

Comp & perks

Hybrid work arrangement with flexibility to work from the office and virtually based on business, Client and employee needs
Incentive plans for eligible employees, with payment discretionary and subject to individual and company performance
Accommodation support for persons with disabilities and alternative-format job postings