Description:
The Account Resolution Representative is responsible for the investigation, follow up and resolution of administrative requests for the Sun Life Global Investments Funds and Sun Life Guaranteed Investment Funds that are not in Good Order (NIGO). This role will report to the Team Lead, Account Resolution Team.
The Account Resolution Representative (ARR) will perform duties efficiently and in a timely manner, resolve issues with back office operations, and recommend corrective action when opportunities are available. The ARR will ensure the delivery of a consistent high quality level of customer service experience in accordance with Sun Life standards and operating procedures. The ARR will assist in the review and monitoring of operational controls and activity, applying continuous quality management principles, and contribute to the implementation of processes and procedures that ensure optimum performance, quality and service for our clients.
What will you do?
- Monitor and respond to back office email communications
- Monitor and action NIGOs via phone, email or fax, as assigned through the Automatic Work Distributor (AWD) system
- Build and maintain key operational day to day relationships to ensure operational efficiencies
- Identify training requirements and build/recommend programs, where applicable, to address deficiencies
- Maintain effective working relationships with internal as well as external customers
- Handle internal and external inquiries and refer escalated issues to Team Lead or Manager, as appropriate
- Contribute to continuous process improvement by recommending well-thought out changes
- Act as information specialist and participate in projects as required
What do you need to succeed?
- Call Centre only or customer service positions: 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
- Experience within a Client Service Operations setting
- Strong passion to delivering top notch Client Experience
- In-depth knowledge of wealth products offered by Sun Life Financial preferred
- Extremely organized with the ability to multi-task while maintaining service quality and meeting customer expectations
- Demonstrated problem solving capabilities; ability to analyze data and make recommendations
- Ability to apply judgment and business knowledge to current situations
- Results oriented; takes personal accountability
- High energy with bias for action and results
- Working knowledge of AWD/iFast systems is an asset
- Strong commitment to development and high performance
- Proven ability to take initiative and resolve issues
- Proven ability to drive quality/process improvements
- University degree or College diploma
- Operations or Canadian Securities Course (license) is an asset
- Experience with the distribution network and various operating systems used within the mutual fund industry