Bilingual Customer Service Representative - Mutual funds Operations

Sun Life Assurance Company of Canada; Montreal; Hybrid; CAD 53,000 - 82,000; Full time

Benefits offered by this job

Flexible benefits

Hybrid work model

Job summary

Sun Life is seeking a bilingual Customer Service Representative for Mutual Funds Operations to support English and French Advisors/Clients across Canada. You will handle transactions in Mutual funds, Segregated funds, ETFs, and Liquid Alternatives, learning products and procedures while delivering a high-end client experience.

Join a dynamic team in a hybrid work environment with opportunities for growth, learning, and professional development.

Qualifications

• University/College diploma.
• Call center experience is a plus.
• Bilingual French and English required.
• Knowledge of Mutual, Segregated and ETF funds helpful.
• Ability to work in a fast-paced environment with urgency.

Responsibilities

• Resolve advisor inquiries with a client-centered approach.
• Meet 4pm market deadlines for deposits and withdrawals of funds.
• Navigate complex, time-sensitive cases with critical thinking.
• Communicate via email and phone with Advisors, fund companies, and related teams.
• End-to-end ownership of cases and escalations.
• Review documentation at account opening.
• Process transfers of client accounts internally and externally.
• Support quality checks and reconciliation through control reports.
• Assist with Estate/Death claims and fund unlocks.
• Ensure accurate tax coding and respond to tax inquiries.

Skills

Bilingual (French/English)

Customer-service

Problem-solving

Attention to detail

Education

University/College diploma

Tools

Univeris

FundServ

ATON/TMX

CSW

Job description

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. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. 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.

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 [e-mail].

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. We may use artificial intelligence to support candidate sourcing, screening, interview scheduling. We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range: 52,500/52 500 - 81,500/81 500

Job Category: Customer Service / Operations

Posting End Date: 13/11/2026

Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter

We’re a global company with a passion for people.

Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant. There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future with an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities.

Join us.

Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers