Bilingual Customer Service Representative - Mutual funds Operations

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Dealer Operations Team seeking an exceptional, customer-oriented team player eager to join our growing, fast paced, and challenging environment.

As a Bilingual Customer Service Representative - Mutual funds Operations you'll play a key role in the day-to-day servicing of English and French Advisors/ Clients across Canada. Specializing in Nominee and Client name platforms, managing transactions in Mutual funds, Segregated funds, Exchange Traded Funds and Liquid Alternatives. In this role you will acquire foundational knowledge of products and procedures and build up to managing complex cases. With the constant evolution of technology, having strong consultants who provide  personalized support allows us to focus on a high end client experience while strengthening the Sun Life brand.

What will you do?

• 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

What do you need to succeed?

• 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

Please note that there will be grammatical tests (French and English)

Assets:

• Call center experience

• Completion of Investment Funds in Canada (IFIC) Operations, Canadian Securities Course (CSC), or Exchange Traded Funds (ETF) courses

• Experience with systems such as Univeris, FundServ, ATON/TMX, Customer Service Work Bench (CSW)

What's in it for you?

• 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

• 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

*LI-MS

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.  

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.

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.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

49,000/49 000 - 77,000/77 000

Job Category:

Customer Service / Operations

Posting End Date:

21/12/2025