Customer Service Representative

ia; Toronto; Hybrid; CAD 48,000 - 55,000; Full time

Benefits offered by this job

Flexible group insurance

Competitive retirement plan

Share purchase plan

Vacation program

Wellness and personal development days

Telemedicine

Employee and family assistance program

Ergonomic equipment program

Performance bonus

Discounts on iA products

Job summary

iA Financial Group in Toronto is seeking a Customer Service Representative to support policyholders and brokers, with no sales responsibilities. You will respond to inquiries, document files, and update personal information as needed.

This hybrid role focuses on delivering high-quality service, teamwork, and timely follow-ups within established protocols, while benefiting from flexible benefits and development opportunities.

Qualifications

• Experience delivering high-quality customer service.
• Ability to manage stressful situations with professionalism.
• Comfort with computer tools and various software.
• Hybrid work environment experience is a plus.
• No sales or solicitation involved in this role.

Responsibilities

• Respond to incoming calls and emails from clients and partners.
• Perform follow-ups through outbound calls.
• Explain, inform, and document files based on interactions.
• Update personal information and document new claims requests.
• Handle complex or special cases and ensure follow-ups within timelines.
• Contribute to team objectives in line with metrics and protocols.
• Participate in daily meetings and suggest improvement ideas.

Skills

Customer service

Interpersonal skills

Stress management

Tech savvy

Communication

Tools

CRM software

MS Office

Job description

Job Description

Build your future with us

You are driven by customer service and want to contribute to the purpose of a company that strives to help its clients feel confident and secure about their future? As a Customer Service Representative , you will play a key role in supporting policyholders and brokers, with no sales or solicitation involved.

This position is a great opportunity to showcase your skills and fully realize your potential within a caring and reliable 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

• Respond to incoming calls and emails from our clients and partners;
• Perform follow-ups through outbound calls;
• Explain, inform, and document files based on the nature of interactions;
• Update personal information and document new claims requests;
• Handle complex or special cases and ensure follow-ups within established timelines;
• Contribute to achieving team objectives in line with established metrics and protocols;
• Actively participate in daily meetings and suggest improvement ideas.

What could accelerate your success in this role

• Is recognized for their ability to deliver high-quality customer service;
• Demonstrates strong interpersonal skills and effective stress management;
• Is known for their ease with computer tools and various software;

Why you will love working with us

• A work environment where learning and development blend with a shared pursuit of excellence;
• A healthy, safe, equitable, and inclusive environment where potential can be expressed and developed freely;
• The opportunity to work in a hybrid work environment, supported by flexibility and access to inspiring and innovative workspaces;
• Competitive benefits: flexible group insurance, competitive retirement plan, share purchase plan, vacation program and wellness and personal development days, telemedicine, employee and family assistance program, ergonomic equipment program, performance bonus, discounts on iA products, and more!

The typical hiring range for this position is $47,500 to $55,000 CAD per year; the base salary offered may vary depending on the knowledge, skills, years of experience, and internal equity associated with the position. At iA, we are committed to offering a compensation structure that is fair, equitable, and market-based. Our market data is updated annually to reflect the most current market conditions.

Location(s)

Toronto / 26 Wellington Street East

Other Possible Location(s)

Company

iA Financial Group

Posting End Date

2026-09-03

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.