Bilingual Fraud Agent investigating card and payment fraud for CIBC, a relationship - oriented Canadian bank. Analyzing transactions, resolving scams and account takeovers, and escalating complex cases.
About the role
- Bilingual 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 on, 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
- Pull up, review, and validate NIGO trade and account update requests
- Contact Advisors, Dealers, and MGAs by phone, email, or fax to obtain amended requests
- Use Sales Force contact information and customized contact sheets
- 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
- Perform weekly chair duties, including huddle master and email inbox monitor
- Escalate exception cases to Team Lead
Requirements
- 10 months contract
- Bilingualism (French, English, both oral and written) is required for Quebec only
- Ease working concurrently with multiple software interfaces and tech applications
- Well organized with the ability to multi-task and forge positive relationships
- Excellent communication skills by phone and email
- Demonstrated problem solving capabilities
- 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 Mutual Fund and Segregated Fund products and administration (preferred)
- Experience with the distribution network and various operating systems used within the investment fund industry (preferred)
Benefits
- Hybrid work arrangement with flexibility to work from the office and virtually
- Incentive plans, with payment discretionary and subject to individual and company performance
- Growth support and opportunities to develop potential
- Accommodation support in the application process and alternative-format job postings
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Degree requirement
No Education Requirement
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