Client Relations Specialist

iA Financial Group (Industrial Alliance); Brossard; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Flexible group insurance plans

Competitive pension plan

Employee share purchase plan

Vacation program and wellness and个人开发的

Telemedicine

Employee and Family Assistance Program

Ergonomic furniture program

Performance bonus

Discounts on iA products

and much more!

Job summary

iA Financial Group (Industrial Alliance) in Canada is seeking a Client Relations Specialist to act as a trusted advisor, handling client requests from inception to resolution while delivering tailored solutions and exceptional service. You will guide clients through processes, explain products and eligibility, and coordinate with partners in a collaborative, compliant environment.

Fluency in English and French is required.

Qualifications

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

Responsibilities

• Provide professional and personalized customer service by phone, email and other channels.
• Take ownership of customer requests from first contact through to resolution.
• Analyze client needs to provide accurate information and tailored advice.
• Explain products, contractual clauses, eligibility requirements, and processes related to cancellations.
• Assist clients in completing forms and submitting required documentation.
• Monitor pending files and coordinate actions with stakeholders.
• Collaborate with retailers, partners, and financial institutions to process requests.
• Maintain complete and accurate records while ensuring compliance and quality standards.
• Contribute to continuous improvement of the customer experience and service objectives.

Skills

Customer service

Communication skills

Analytical thinking

Problem solving

Bilingual English/French

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?

Description

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

• 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

• 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!

At iA, we believe in potential and value diverse experiences. If this role inspires you, take the leap and apply. Your place may be with us, and we want to get to know you!