Bilingual Advisor Satisfaction Specialist

Job Description

Sun Life Financial Investment Services (Canada) Inc. (SLFISI) is one of the largest mutual fund distributors in Canada and is a member of the Canadian Investment Regulatory Organisation (CIRO). The dealership manages over $55 billion in assets under administration and is the entity through which 2,000 Sun Life Financial Distributors Inc. (CSF) advisors conduct their mutual fund business.

Reporting to the Manager, Advisor Satisfaction, this position is responsible for day-to-day management of a select group of advisors who have qualified for our leading Pathways program. The incumbent will be responsible for managing escalated and rush cases for their assigned advisor offices and building strong relationships with these contacts.

This position requires considerable mutual fund operations knowledge and superior judgement to manage a variety of complex financial transactions. Experience in the mutual fund industry, excellent customer service and partnership skills are essential to this role.

What will you do?

• Manage daily requests from assigned advisor contacts ensuring the service and quality objectives are attained and exceeded on a consistent basis

• Set up regular meetings with advisor offices to provide value add feedback and to gain a strong understanding of their practices and processes

• Investigate complex inquiries received by our advisors

• Handle advisor escalated issues by phone or email within established SLA

• Partners with all teams within Dealer operations and acts on behalf of the advisor to come up with quick win-win solutions

• Educate on policy and procedure when gaps are identified to ensure errors are not repeated

• Develop and maintain strong, positive relationships with assigned advisor contacts to ensure Dealer is seen as an effective partner for their business

• Communicate well with all Dealer partners, across all locations, to ensure a consistent advisor experience

• Foster a work environment that values people and encourages participation, creativity (ex. Continuous Improvements), learning and accountability

• Partner with other areas to promote understanding and knowledge exchange between business units

• Be a functional subject matter expert for certain Dealer initiatives across the enterprise as needed

• Analyze common issues identified and provide feedback to the field training team and the assigned advisors

• Act as a champion of change

• Advocate the benefits of advisor self-serve

• Communicate openly with team ensuring consistency of the program is met

• Identify opportunities for process change and system improvements

Metrics

• Operational KPIs (error rate, productivity, CI targets etc.) of team

What do you need to succeed?

• 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

• Successful completion of a university degree or equivalent post-secondary education program related to this role

• 3-5 years’ experience in a mutual fund operations role and proven customer service experience

• Ability to work flexible hours 8 to 6pm (hybrid model)

• Completion of the CSC or IFIC course is a strong asset

• Relentless and demonstrated ability to find client service and efficiency opportunities

• Superior communication skills to deal effectively with a variety of complex situations including upset callers

• Ability to present information in an unbiased and simplified manner

• Ability to be resilient and remain composed in a stressful environment, despite the volume and nature of requests

• High level of resourcefulness to efficiently obtain the information required to resolve the situation at hand

• Excellent negotiating and persuasion skills to defend company's position to all parties when it is unlikely everyone will be satisfied with the outcome

• Ability to quickly become an expert on a specific issue when a complex and/or sensitive situation arises

• Excellent organizational skills and the ability to prioritize in a rapidly changing environment

• Experience managing to result along with superior time management skills

• Ability to influence change and build relationships

• High level of emotional intelligence and strong interpersonal skills

• Strong client relationship skills and a client centric mindset

• Problem solving, analytical and decision-making skills including the ability to build consensus

• Excellent communication skills (written and oral) including the ability to influence and negotiate

• Comfortable with ambiguity

• Intermediate Tableau proficiency

• Committed to ongoing personal and professional development

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

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