Customer Service Representative, Advisor Relations

iA Financial Group · Québec

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Job Description

Customer Service Representative, Advisor Relations

Build Your Future With Us

Are you passionate about delivering an outstanding client experience and helping advisors and their clients achieve peace of mind? As an Customer Service Representative, Advisor Relations, you will be the first point of contact for advisors and play a key role in resolving inquiries efficiently while providing support and guidance.

This is an excellent opportunity to showcase your skills and reach your full potential within a caring and trusted organization. Here, people and their development are at the heart of everything we do, in an environment that encourages collaboration and innovation.

What You’ll Accomplish With Us

As an Customer Service Representative, Advisor Relations, you will be at the center of our mission. Your key responsibilities will include:

• Responding to inbound calls efficiently and professionally while demonstrating strong active listening skills;
• Providing accurate and detailed responses to inquiries received by phone and email;
• Delivering technical support related to our tools, including testing, troubleshooting, and problem resolution;
• Following up on pending requests to ensure they are addressed within required timelines;
• Escalating unresolved issues promptly to the appropriate supervisor;
• Creating a memorable experience with every interaction by embodying our STAR service qualities: simple, reliable, attentive, and resourceful service;
• Documenting calls and emails in JIRA, our internal tracking and messaging system;
• Actively participating in daily management meetings focused on processes and continuous improvement opportunities;
• Taking ownership of learning new processes and procedures;
• Managing difficult calls and customer expectations using the tools provided during training, including Stellar Service;
• Working a fixed schedule from 9:00 a.m. to 5:00 p.m.

What Will Help You Succeed

We are looking for someone who:

• Demonstrates excellent verbal and written communication skills;
• Has strong analytical and organizational abilities;
• Excels at problem-solving and managing multiple priorities simultaneously;
• Is recognized for outstanding customer service, reliability, and a commitment to supporting advisors effectively;
• Works collaboratively within a team while demonstrating accountability and self-discipline;
• Adapts quickly to change and thrives in a fast-paced environment;
• Has two to three years of experience in a call center or operations processing role within the mutual fund industry;
• Has successfully completed the IFIC Operations Course, which is considered an asset;
• Possesses an advanced level of English proficiency, as the role requires responding to calls and emails, providing technical support, resolving issues, and supporting English-speaking advisors and clients on a daily basis.

Why You'll Love Working With Us

• A work environment where learning and development go hand in hand with a shared pursuit of excellence;
• Artificial intelligence tools made accessible to everyone to enhance personal effectiveness and support organizational growth;
• A healthy, safe, equitable, and inclusive workplace where potential can thrive and grow;
• A fully remote position offering flexibility in organizing your work.

Competitive Benefits

• Flexible group insurance plans;
• Competitive retirement savings plan;
• Employee share purchase plan;
• Vacation program, wellness days, and personal development opportunities;
• Telemedicine services;
• Employee and Family Assistance Program (EFAP);
• Ergonomic furniture program;
• Performance bonus;
• Discounts on iA products;
• And much more!

Apply Today

Take the next step in your career where your talent truly makes a difference.

Not Sure About Applying?

At iA, we believe in potential and value diverse experiences. If this role inspires you, we encourage you to apply. Your place may be with us, and we would love the opportunity to get to know you.

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Company Overview

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. Because, for over 125 years, we have believed that it’s 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.

* iA Financial group includes of the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto 

Our Commitment to Diversity and Inclusion

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.

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