Customer Service Representative

iA Financial Group (Industrial Alliance); 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 (Industrial Alliance) in Vancouver is seeking a Customer Service Representative to support clients and business partners in a non-sales, service-focused environment.

You will handle calls and emails, document transactions, and contribute to team objectives. The role requires strong English communication and teamwork, with French skills considered a valuable asset. This is a permanent, full-time position with competitive benefits.

Qualifications

• Previous customer service experience required.
• Strong teamwork and positive attitude.
• Excellent verbal and written communication in English.
• French language ability is a strong asset.

Responsibilities

• Responding to incoming calls and emails from clients and business partners.
• Making outbound follow-up calls as needed.
• Explaining information, answering questions, and documenting files.
• Updating personal information and documenting new claims requests.
• Handling more complex or unique cases and ensuring timely follow-ups.
• Contributing to team objectives through performance indicators and protocols.
• Participating in daily team meetings and suggesting improvements.

Skills

Customer service

Teamwork

Communication

English proficiency

French asset

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?

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

• 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

• 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.