Pull up, review and validate not-in-good-order (NIGO) trade and account update requests using the Automatic Work Distributor system within a proprietary software interface
Contact Advisors, Dealers and MGAs by phone, email or fax to obtain amended requests, using Sales Force contact information and customized contact sheets
Log all comments and interaction notes in the proprietary software interface and Sales Force, and continue to 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 with other teams within the department to facilitate quick NIGO resolution
Actively own their learning journey, complete all training and assigned modules and adopt a continuous learning attitude
Weekly chair duties which include being the huddle master and email inbox monitor
Escalate exception cases to Team Lead
Contribute to continuous improvement by recommending well-thought out changes
Develop into a SME on a specific topic and participate in projects as required
Demonstrate active team engagement in events and knowledge transfers

Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada
Excellent communication skills by phone and email, ability to communicate complex steps succinctly
Ease working concurrently with multiple software interfaces and tech applications
Well organized with the ability to multitask and forge positive relationships while maintaining excellent KPIs, service quality and SLAs
Demonstrated problem solving capabilities; ability to analyze data and make recommendations
Results-oriented and takes personal accountability
Experience within a high-volume Investment Operations setting
Knowledge of Mutual Fund and Segregated Fund products is an asset
Ability and willingness to work a fixed shift between 10:00 am and 6:00 pm Monday to Friday.

15 days' vacation per year
personal days
unique Sabbatical Program giving you the opportunity to take up to 6 weeks off, every five years.
Pension Plan
Stock Ownership Program
Flexible Benefits from the day you join to meet the needs of you and your family
Lumino Health Virtual Care giving you quick access to doctors.

Bilingual Account Resolutions Representative

Key skills