PhD Psychology specialist evaluating culturally sensitive Cantonese - English content for AI training. Reviewing accuracy, ethics, and psychological best practices for Gramian Consultancy.
About the role
- Account Resolution Representative resolving NIGO mutual and segregated fund transactions for Sun Life Global Investments. Validating documentation and coordinating with Advisors, Dealers and MGAs.
Responsibilities
- 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
- 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
- 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
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Degree requirement
No Education Requirement
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