Customer Service Representative

iA Financial Group; Vancouver; On-site; CAD 56,000 - 57,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plan

Ongoing training

Career growth opportunities

Job summary

iA Financial Group in Vancouver is hiring a Customer Service Representative to support clients and business partners in a non-sales, service-focused environment, delivering value with every interaction.

You will handle calls and emails, document files, update information, and contribute to team goals through strong communication and collaboration. Proficiency in English is required, French is a plus, and the role offers a permanent, full-time position with competitive benefits.

Qualifications

• Previous customer service experience required.
• Strong teamwork and communication skills.
• Advanced English; French is a strong asset.

Responsibilities

• Respond to incoming calls and emails from clients and partners.
• Explain information, answer questions, and document files.
• Update personal information and document new claims requests.
• Handle complex or unique cases and ensure timely follow-ups.
• Participate in daily team meetings and suggest improvements.

Skills

Customer service

Teamwork

Communication

Technology proficiency

English proficiency

French (asset)

Tools

CRM software

Phone systems

Job description

Build Your 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 customers and business partners in a non-sales, service-focused environment, making a difference in their experience every day.

This is a great opportunity to leverage your interpersonal skills and customer-centric mindset in a collaborative, supportive workplace committed to continuous improvement. Every interaction is an opportunity to create value and make a meaningful impact on the experience of our clients and business partners.

What You’ll Accomplish With Us

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

• Responding to incoming calls and emails from clients and business partners (approximately 90% of interactions);
• Making outbound follow-up calls as needed (approximately 10% of interactions);
• Explaining information, answering questions, and documenting files following customer interactions;
• Updating personal information and documenting new claims requests;
• Handling more complex or unique cases and ensuring timely follow-ups;
• Contributing to the achievement of team objectives through established performance indicators and service protocols;
• Actively participating in daily team meetings and contributing ideas for continuous improvement.

What Will Help You Succeed in This Role

We are looking for someone who:

• Has previous customer service experience;
• Demonstrates strong teamwork skills and a positive, collaborative attitude;
• Possesses excellent communication and interpersonal abilities, along with the ability to perform well under pressure;
• Is comfortable using technology and navigating multiple software applications;
• Has an advanced level of English, as this role requires daily verbal and written communication with unilingual English-speaking clients and business partners to provide information on products, follow up on requests, and process transactions;
• Knowledge of French is considered a strong asset, as the successful candidate may occasionally interact with French-speaking clients and colleagues.

Why You’ll Love Working With Us

• A work environment that values learning, collaboration, and professional development;
• An inclusive, equitable, and respectful workplace where everyone can thrive;
• Stable working conditions in a permanent, full-time position;
• Competitive benefits including health insurance, a retirement savings plan, ongoing training, and career growth opportunities;
• A caring and engaged team that fosters a positive and supportive work environment.

The typical hiring range for this position is between CAD $56,000 and $57,000 per year. The base salary offered may vary based on factors such as knowledge, skills, relevant experience, and internal equity considerations. At iA, we are committed to maintaining a fair, equitable, and market-driven compensation structure. Our compensation programs are reviewed regularly, and market data is updated annually to ensure alignment with current market conditions.