Client Relations Specialist

Iaawg; Brossard; Hybrid; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Flexible group insurance plans

Competitive pension plan

Employee share purchase plan

Vacation program and wellness days

Telemedicine

Employee and Family Assistance Program

Ergonomic furniture program

Performance bonus

Discounts on iA products

Job summary

iA Financial Group is hiring a Client Relations Specialist in a hybrid environment in Canada. You will handle inbound calls, emails, and other channels, guiding clients through processes and delivering tailored solutions while ensuring an exceptional experience.

You will collaborate with partners and internal teams, maintain records, and contribute to service excellence. English and French fluency is required.

Qualifications

• Experience in customer service, administrative support, or contact centre environment.
• Excellent verbal and written communication skills.
• Strong listening, analytical, and problem-solving abilities.
• Autonomy, judgment, attention to detail, and organizational skills.
• Advanced level of English and French required for daily client/interdepartmental communication.

Responsibilities

• Provide professional, personalized customer service by phone, email, and other channels.
• Own customer requests from first contact to resolution with follow-up.
• Analyze client needs to provide accurate information and tailored advice.
• Explain products, contracts, eligibility, and cancellation processes.
• Assist clients with forms and required documentation.
• Monitor files and coordinate actions with stakeholders.
• Collaborate with retailers, partners, and financial institutions.
• Maintain complete records complying with standards.
• Contribute to continuous improvement of customer experience.

Skills

Customer service

Administrative support

Contact centre

Verbal communication

Written communication

Listening

Analytical thinking

Problem solving

Autonomy

Attention to detail

Organizational skills

French & English bilingual

Job description

Job Description Build the Future with Us

Are you passionate about customer experience and want to make a real difference for clients while contributing to the purpose of a company that strives to ensure its customers feel confident and secure about their future? As a Client Relations Specialist, you will act as a trusted advisor to our clients and partners by providing personalized, professional, and efficient support. This role goes far beyond handling calls. You will be responsible for managing client requests from start to finish, understanding their needs, guiding them through their processes, and providing tailored solutions while ensuring an exceptional customer experience. This position represents an excellent opportunity to showcase your skills and fully realize your potential within a caring and trustworthy organization. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

What You Will Accomplish with Us

As a Client Relations Specialist, you will be at the heart of our mission. Here are the main responsibilities:

• Provide professional and personalized customer service by phone (inbound calls), email, and other communication channels;
• Take ownership of customer requests from the first point of contact and ensure diligent follow-up through to resolution;
• Analyze client needs in order to provide accurate information, tailored advice, and effective solutions;
• Explain products, contractual clauses, eligibility requirements, and processes related to cancellation requests;
• Assist clients in completing forms and submitting required documentation;
• Monitor pending files and coordinate the necessary actions with various stakeholders;
• Collaborate with retailers, partners, and financial institutions to facilitate the processing of requests;
• Maintain complete and accurate records while adhering to compliance requirements and quality standards;
• Actively contribute to the continuous improvement of the customer experience and the achievement of the team's service objectives.

What Could Accelerate Your Success in This Role

We are looking for someone who:

• Has experience in customer service, administrative support, or a contact centre environment;
• Is recognized for excellent verbal and written communication skills;
• Stands out for strong listening, analytical, and problem‑solving abilities;
• Demonstrates autonomy, sound judgment, attention to detail, and excellent organizational skills;
• An advanced level of English and French is required, as the incumbent will be required to communicate verbally with clients, colleagues in Vancouver and Quebec, and external partners on a daily basis.

Why You’ll Love Working with Us

A work environment where learning and development blend with a collective pursuit of excellence; Artificial intelligence is in everyone's hands, helping to increase your personal efficiency while supporting the organization's growth; A healthy, safe, equitable, and inclusive work environment where potential can flourish and grow freely; The opportunity to work in a hybrid environment supported by flexibility and access to inspiring and innovative workspaces. You will join a committed, collaborative team focused on service excellence. Your contribution will have a direct impact on customer satisfaction and retention. We promote skills development, continuous improvement, and teamwork in a respectful environment.

Competitive Benefits

• Flexible group insurance plans
• Competitive pension plan
• Employee share purchase plan
• Vacation program and wellness and personal development days
• Telemedicine
• Employee and Family Assistance Program
• Ergonomic furniture program
• Performance bonus
• Discounts on iA products and much more!

Location(s)

Brossard / 1000 rue Du Lux

Other Possible Location(s)

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 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.

As a reflection of our employees’ appreciation and engagement, iA once again stands out this year as one of Canada’s top employers according to Forbes. In 2026, iA Financial Group also ranks 1st among major publicly traded Canadian insurers. At iA Financial Group, our differences make us unique. We are committed to supporting and celebrating diversity because we believe that it is by bridging our differences that we will be stronger. Our employees’ wellbeing is our priority. We are also committed to creating a stimulating and safe work environment, in addition to offering a real work-life balance with our flexible work model. As a reflection of our employees’ appreciation, iA has been ranked as one of the top employers in Canada in 2023 by Glassdoor and Forbes.

Want to join the iA family, but there’s no job openings right now that match your profile? Let us know you’re interested!