Job Description
Schedule : Phone shift schedule rotates monthly. Shifts times are : 8am-4pm, 830am -430pm or 10am 6pm
Salary : 55K
The Dealer Operations Team is looking for an exceptional, customer-oriented team player who is eager to join a growing, fast paced, challenging environment.
The skills required of the successful candidate will ensure customer relationships are enhanced and contribute to building strong customer loyalty.
This role will complete financial and non-financial transactions daily in addition to providing support to our advisors.
The consultant will be responsible for ensuring transfers, trades, and all other nominee and client name related tasks are completed accurately and within service standards.
Major accountabilities :
Handle advisor and client calls for Nominee Name or Client Name platform
Process transactions, including financial trades and transfer requests within service standards
Communicate with peers and fund companies via phone and email
Complete all work with a high attention to detail and accuracy
Follow up on external transfers to expedite the transfer of funds to Sun Life
Provide just-in-time support for market-based trades that have rejected or require review by the 4 PM deadline
Work with Data Integrity team to resolve any Nominee reconciliation issues
Resolve exceptions generated from the daily Transaction Reconciliation and the monthly Account Reconciliation against fund company data
Processing of taxation slips / receipts using Customer Service Workbench
Ensure that correct information is reported to clients on their tax slips and reported to Canada Revenue Agency and Revenue Québec
Respond to tax related inquiries from clients, advisors, business partners and working with Tax team to resolve any related escalations or issues
Process corrections and complete Letter of Indemnity for fund companies
Competencies :
Knowledge of the Dealer Operations' products and processes
Customer service skills
Problem-solving and decision-making skills
Communication skills written / verbal
Interpersonal skills
Organizational and time-management skills
Self-motivated, self-directed, able to work independently
Mathematical aptitude
Attention to detail, problem solving and decision-making skills
Ability to work in a face paced environment with a sense of urgency
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.
Assets :
Knowledge of the mutual fund industry including MFDA (mutual fund dealer association) dealer accountabilities
Experience with Excel spreadsheets
Experience with Account Transfers Online Notification (ATON)
Knowledge of CSW (customer service workbench)
Knowledge of FundServ and Univeris applications
Call center experience
University / College diploma is an asset
IFIC Operations course or CSC Designation
Exchange Traded Funds (ETF) course
Why join Sun Life :
Being a member of the Sun Life family, a group of people united by our Purpose : to help Clients and Employees achieve lifetime financial security and live healthier lives
A friendly, collaborative and inclusive culture
A collaborative and interactive team environment
Being part of our journey in developing the next greatest digital experience
Working together, sharing common values and encouraging growth & achievement
Please note that there will be grammatical tests (French and English) in interview process.
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