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Sun Life

Bilingual Account Resolution Representative

Toronto, ON, Canada
Montreal, QC, Canada
Sun Life Toronto One York, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Oct 19, 2026
Posting language: English
Posted: Oct 9, 2026

Original job description

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:

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

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.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits 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 thebrightside@sunlife.com.

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.

Salary Range:

54,600/54 600 - 84,800/84 800

Job Category:

Customer Service / Operations

Posting End Date:

18/10/2026

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More about this job

Responsibilities

The Account Resolution Representative investigates and resolves not-in-good-order transaction requests for mutual and segregated funds. They liaise with advisors and dealers to ensure timely updates while maintaining accurate records in proprietary software.

Requirements

Candidates should have experience in high-volume investment operations and proficiency with multiple software interfaces. Strong communication skills and the ability to work in a fast-paced, production-driven environment are essential.

Skills

Account resolution
Mutual funds
Segregated funds
Data validation
Communication
Problem solving
Multi-tasking
Investment operations
Customer service
Attention to detail
Relationship management
Technical software proficiency
Bilingualism

Benefits

Incentive plans
Hybrid work flexibility

Visa sponsorship

Not detected in the job text

Keywords

Account Resolution Representative
Mutual Funds
Segregated Funds
NIGO
Investment Operations
Sun Life Global Investments
Automatic Work Distributor
Sales Force
Trade Documentation
Advisors
Dealers
MGAs
KPIs
SLAs
Estate Settlements
RESP Administration
IFIC Fund Operations
Canadian Securities Course
Hybrid Work
Financial Services

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