Client Service Representative

iA Financial Group; Magog; Hybrid; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive benefits

Stock purchase plan

Pension plan

Vacation and wellness days

Job summary

iA Financial Group is seeking a Client Service Representative on a one-year contract in Canada. You will handle inbound calls, provide accurate information, and support advisors with inquiries and issue resolution.

The role requires 2–3 years of customer service experience, strong communication, and fluency in French and English to serve clients across Canada. It offers a hybrid work environment and a comprehensive benefits package.

Qualifications

• 2 to 3 years of customer service experience required.
• Strong communication skills essential.
• Fluency in French and English expected for regular Canada-wide contact.

Responsibilities

• Answer incoming calls professionally and listen actively.
• Provide accurate responses to phone inquiries.
• Provide technical support for tools (testing, troubleshooting).
• Respond to emails promptly with precise information.
• Follow up on pending requests to ensure timely resolution.
• Escalate unresolved issues to Supervisor promptly.
• Log calls and emails in JIRA.
• Participate in daily management meetings for process improvements.
• Learn new processes and procedures.

Skills

Customer service

Communication

Bilingual - French/English

Job description

Client Service Representative

One year contract

Build the future with us

Are you passionate about customer service and eager to contribute to an organization whose purpose is to help clients feel confident and secure about their future? As a Client Service Representative you will play a key role in the success of our organization.

Reporting to the advisor relations supervisor, the candidate will be the first point of contact for advisors, to solve problems efficiently and provide coaching & support. They will be an expert in providing optimal service.

They are a strong team player who is accountable and reliable.

What you’ll accomplish with us

As a Client Service Representative, you’ll be at the core of our mission.

Here are the main responsibilities:

• Answer incoming calls in an efficient & professional manner, active listening is essential
• Provide accurate and detailed responses for phone inquiries
• Provide technical support for our tools (testing, troubleshooting, problem solving)
• Answer emails quickly and professionally with accurate information
• Follow-up on pending requests to ensure requests are answered in a timely manner
• Escalate outstanding issues to Supervisor in a timely fashion
• Ensure every interaction is memorable using the STAR qualities (Seamless, Trustworthy, Attentive, and Resourceful)
• Logging calls & emails on JIRA (internal tracking/messaging system)
• Active participation in a daily management meeting for process and improvements
• Accountable for learning new process & procedures
• Available to work on a rotating shift of 9h to 17h Monday to Friday
• Ability to resolve difficult calls and manage expectations using tools provided in training (i.e. Stellar Service)

What could accelerate your success in this role

We’re looking for someone who:

• 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 an advanced proficiency in French and English as the role involves communicating on a regular basis with internal and external clients across Canada

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence;
• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed;
• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces;

• Competitive 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, and much more!

At iA, we believe in potential and value diverse experiences.

Your place might be with us, and we want to get to know you!

The typical hiring range for this position is between 50 000 and 55 000 CAD per year; the base salary offered may vary depending on knowledge, skills, years of experience, and internal equity related to the role. At iA, we are committed to offering a fair, equitable, and market-based compensation structure. Our market data is updated annually to reflect the most current market conditions.