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About the Role
As a Client Service Representative, you will play a key role in the success of our organization, serving as the first point of contact for advisors to solve problems efficiently and provide coaching and support. You will be an expert in providing optimal service.
Responsibilities
- Answer incoming calls in an efficient and professional manner, with active listening.
- Provide accurate and detailed responses for phone inquiries.
- Provide technical support for tools, including testing, troubleshooting, and problem-solving.
- Answer emails quickly and professionally with accurate information.
- Follow up on pending requests to ensure timely responses.
- Escalate outstanding issues to the Supervisor in a timely fashion.
- Ensure every interaction is memorable using the STAR qualities (Seamless, Trustworthy, Attentive, and Resourceful).
- Log calls and emails on JIRA (internal tracking/messaging system).
- Actively participate in daily management meetings for process and improvements.
- Be accountable for learning new processes and procedures.
- Be available to work on a rotating shift of 9 AM to 5 PM, Monday to Friday.
- Resolve difficult calls and manage expectations using tools provided in training (e.g., Stellar Service).
Requirements
- Has 2 to 3 years of customer service experience, preferably in the financial services or insurance industry.
- Is recognized for their strong communication skills.
- Demonstrates resourcefulness, analytical thinking, and strong organizational skills.
- Stands out for their ability to solve problems and manage multiple priorities simultaneously.
- Has advanced proficiency in French and English, as the role involves regular communication with internal and external clients across Canada.
Skills
- Customer service
- Communication skills
- Resourcefulness
- Analytical thinking
- Organizational skills
- Problem-solving
- Managing multiple priorities
- French proficiency
- English proficiency
- Technical support
- Active listening
- JIRA
Location
- Quebec / 1080, Grande Allee West
- Montreal / 1981 McGill College Avenue
- Toronto / 26 Wellington Street East
Work Type
- One year contract
- Hybrid environment
Experience Level
- 2 to 3 years of customer service experience
Salary/Compensations
- 50,000 to 55,000 CAD per year
Benefits
- Flexible group insurance
- Competitive pension plan
- Stock purchase plan
- Vacation and wellness/personal development days
- Telemedicine
- Employee and family assistance program
- Ergonomic furniture program
- Performance bonus
- Discounts on iA products
About the Company
- iA Financial Group is the strength of a company with a human side, with its over 8,000 employees.
- Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.
- With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States.
- The secret to our success? Investing in you, one person at a time.
- For over 125 years, we have believed that by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.
- At iA, we’re invested in you.
Equal Opportunity
- At iA Financial Group, we support and celebrate diversity.
- We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.
- Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.