Customer Service Representative

iA Financial Group (Industrial Alliance); Montreal (administrative region); On-site; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Group insurance

Retirement savings program

Ongoing training

Career growth opportunities

Job summary

iA Financial Group is seeking a Customer Service Representative in Quebec, Montreal area to support policyholders and business partners in a non-sales environment. You will handle calls and emails, document interactions, update information, and assist in resolving complex cases while maintaining high service standards.

The role requires bilingual French and English communication, teamwork, and comfort with various software applications in a collaborative, growth-oriented workplace.

Qualifications

• Experience in customer service
• Strong teamwork and collaborative attitude
• Interpersonal abilities under pressure
• Comfort with computer systems and software applications
• Advanced French and English for daily bilingual communication

Responsibilities

• Respond to incoming calls and emails from customers and business partners (~90% interactions)
• Conduct outbound follow-up calls (~10%)
• Explain processes, provide information, and document files
• Update personal information and document new claims requests
• Handle complex cases and ensure timely follow-ups
• Meet performance indicators and adhere to procedures
• Participate in daily team meetings and contribute improvement ideas

Skills

Customer service

Teamwork

Interpersonal skills

Computer systems

Software applications

French (advanced)

English (advanced)

Tools

CRM software

Job description

Job Description

Build the Future With Us

Are you passionate about customer service and looking to grow your career with a company that puts people first?

As a Customer Service Representative , you will play a key role in supporting our policyholders and business partners, all within a non-sales environment with no solicitation required.

This is an excellent opportunity to put your interpersonal skills and customer service expertise to work in a supportive, collaborative workplace focused on continuous improvement.

What You Will Accomplish With Us

As a Customer Service Representative , you will be at the heart of our mission. Your key responsibilities will include:

• Responding to incoming calls and emails from customers and business partners (approximately 90% of interactions)
• Conducting outbound follow-up calls as needed (approximately 10% of interactions)
• Explaining processes, providing information, and documenting files following customer interactions
• Updating personal information and documenting new claims requests
• Managing more complex or unique cases and ensuring follow-ups are completed within established timelines
• Contributing to service objectives by meeting performance indicators and following established procedures
• Actively participating in daily team meetings and contributing ideas to support continuous improvement

What Could Help You Succeed in This Role

We are looking for someone who:

• Has experience in customer service
• Demonstrates strong teamwork skills with a positive and collaborative attitude
• Stands out for their interpersonal abilities and capacity to perform well under pressure
• Is comfortable using computer systems and various software applications
• Has an advanced level of French, as the role requires daily verbal and written communication with French-speaking clients and business partners to provide product information, follow up on requests, and process transactions
• Has an advanced level of English, as the role requires daily verbal and written communication with English-speaking clients and business partners to provide product information, follow up on requests, and process transactions

Why You’ll Love Working With Us

• A work environment that values learning, collaboration, and professional development
• A healthy, safe, equitable, and inclusive workplace where everyone is encouraged to grow and contribute
• Stable employment in a permanent, full-time position
• Competitive benefits, including group insurance, a retirement savings program, ongoing training, and career growth opportunities
• A caring and engaged team that fosters a respectful and motivating work environment

Location(s)

Quebec / 1080, Grande Allee West

Other Possible Location(s)

Montreal / 1981 McGill College Avenue

Company

iA Financial Group

Posting End Date

2026-09-04

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.