Client Service Representative

iA Financial Group (Industrial Alliance); Toronto; Hybrid; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Competitive benefits

Hybrid work environment

Stock purchase plan

Job summary

iA Financial Group is seeking a Client Service Representative for a one-year contract to be the first point of contact for advisors, solving problems and providing coaching and support. Reporting to the advisor relations supervisor, you will help ensure efficient service across Canada.

You will handle calls and emails, offer tool support, and participate in daily meetings while learning new processes in a hybrid environment.

Qualifications

• 2–3 years of customer service experience, preferably in financial services or insurance.
• Strong communication skills across internal and external clients.
• Resourcefulness, analytical thinking and strong organizational skills.
• Fluent in French and English; the role involves cross-country communication.

Responsibilities

• Answer incoming calls in an efficient and 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 timely responses.
• Escalate outstanding issues to Supervisor promptly.
• Log calls and emails on JIRA and participate in daily management meetings.
• Learn new processes and procedures and apply them effectively.

Tools

JIRA

Job description

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!

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.

Location(s)

Quebec / 1080, Grande Allee West

Other Possible Location(s)

Montreal / 1981 McGill College AvenueToronto / 26 Wellington Street East

Company

Investia Financial Services Inc.

Posting End Date

2026-09-02

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.