Bilingual Account Resolution Representative

Sun Life

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

Posted 10/7/2026contractToronto • CanadaMid-LevelSenior💰 CA$54,600 - CA$84,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in investigating and resolving NIGO transaction requests for mutual and segregated funds, while effectively communicating with Advisors and Dealers. Proficient in utilizing proprietary software and managing multiple tasks to maintain high service quality and operational efficiency.

Highest-signal resume keywords

Bilingualism (French And 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 ResolutionTrade And Account Documentation ValidationData AnalysisMulti-TaskingKPI Management

Soft Skills

Organizational SkillsRelationship BuildingResults OrientedAccountabilityContinuous Learning

Tools & Technologies

Proprietary Software InterfaceSales ForceAutomatic Work Distributor System

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 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 Sales Force
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 continuous learning
Perform weekly huddle master and email inbox monitor duties
Escalate exception cases to the Team Lead
Recommend well-thought-out changes for continuous improvement
Develop subject-matter expertise and participate in projects
Engage in team events and knowledge transfers

Requirements

What you’ll need

Bilingualism (French and 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
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
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

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 subject to individual and company performance
Accommodation support in the application process
Training and assigned modules
Continuous learning opportunities
Participation in projects, events and knowledge transfers