Trainer at Beneva, an insurance and financial - services organization, designing and delivering employee training. Supporting onboarding, skills development, and adoption of new practices and technologies.
About the role
- Bilingual Customer Service Representative supporting English- and French-speaking advisors and clients across Canada. Processing mutual-fund transactions and resolving complex operations cases for Sun Life.
Responsibilities
- Resolve advisor inquiries with a client-centered approach
- Prioritize work to meet 4pm market deadlines for fund deposits and withdrawals
- Navigate complex and time-sensitive cases
- Communicate via email and phone with Advisors, fund companies, and related teams
- Complete work with high attention to detail and accuracy
- Act as an escalation point of contact and own cases end-to-end
- Review documentation and information at account opening
- Action client account transfers internally and externally
- Support quality checks and reconciliation of financial work through control reports
- Work with advisors on Estate/Death claims, unlocking of funds, and marriage breakdowns
- Maintain tax coding accuracy 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 process improvements
Requirements
- Excellent customer service skills with a focus on putting the client first
- Strong problem-solving and decision-making abilities
- Outstanding written and verbal communication skills
- 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 business operations and applying detailed business information
- Ability to remain calm and focused despite disruptions or obstacles
- Bilingualism in French and English, both oral and written, is required
- Grammatical tests in French and English
- Call center experience is an asset
- Completion of IFIC Operations, Canadian Securities Course, or ETF courses is an asset
- Experience with Univeris, FundServ, ATON/TMX, or Customer Service Work Bench (CSW) is an asset
Benefits
- The opportunity to move along a variety of career paths with amazing networking potential
- Flexible Benefits from the day you join to meet the needs of you and your family
- Inclusive and respectful work environment
- Employee well-being and mental health support
- Hybrid work flexibility, with the choice to work from the office and virtually based on business, client, and employee needs
- Participation in various incentive plans, subject to individual and company performance
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