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About the Role
As a Bilingual Customer Service Representative - Mutual Funds Operations, you will play a key role in the day-to-day servicing of English and French Advisors/Clients across Canada. You will specialize in Nominee and Client name platforms, managing transactions in Mutual Funds, Segregated Funds, Exchange Traded Funds, and Liquid Alternatives. This role involves acquiring foundational knowledge of products and procedures, building up to managing complex cases, and providing personalized support to focus on a high-end client experience while strengthening the Sun Life brand.
Responsibilities
- 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.
Requirements
- 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.
- Strong 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.
- Grammatical tests (French and English) will be administered.
Skills
- Customer service
- Problem-solving
- Decision-making
- Written communication
- Verbal communication
- Attention to detail
- Time management
- Adaptability
- Critical thinking
- Bilingualism (French, English)
Location
- Canada
Work Type
- Hybrid
Education Level
- University/College diploma
Salary/Compensations
- 52,500 - 81,500
Benefits
- Flexible Benefits from the day you join to meet the needs of you and your family.
About the Company
- 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.
- We’re committed to creating an inclusive and respectful environment.
- Our goal is to make sure all our employees have the chance to live up to their full potential.
- We’re honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada.
- We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
- 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.
Equal Opportunity
- 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.