Customer Service Representative

Iaawg; Quebec; On-site; CAD 40,000 - 50,000; Full time

Benefits offered by this job

Group insurance

Retirement savings program

Ongoing training

Career growth opportunities

Job summary

iA Financial Group in Canada is seeking a Customer Service Representative to support policyholders and business partners in a non-sales environment, with no solicitation. You will handle inquiries by phone and email, document interactions, and collaborate with a team to meet service targets, with a full-time permanent position and competitive benefits in a respectful, inclusive workplace.

The role requires strong French and English communication skills, comfort with computer systems, and a

Qualifications

• Experience in customer service.
• Strong teamwork and interpersonal abilities.
• Proficient in French and English for daily communication.
• Comfort with computer systems and software applications.

Responsibilities

• Respond to incoming calls and emails from customers and business partners.
• Conduct outbound follow-ups as needed.
• Explain processes, provide information, and document interactions.
• Update personal information and document new claims.
• Manage complex cases and ensure timely follow-ups.
• Contribute to service objectives by meeting KPIs and procedures.
• Participate in daily team meetings and suggest improvements.

Skills

Customer service experience

Teamwork

Interpersonal skills

Computer systems / software

French language proficiency

English language proficiency

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.

• 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

• 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

Your talent matters here.

Not sure if you meet every requirement? At iA, we believe in potential and value diverse experiences.

Your next career move may be with us, and we look forward to getting to know you.

Location(s) Quebec / 1080, Grande Allee West Other Possible Location(s) Montreal / 1981 McGill College Avenue

Company iA Financial Group Posting End Date 2026-08-25

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.