Customer Service Representative, Advisor Relations

ia; Quebec; Remote; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Fully remote role

Telemedicine services

Employee Assistance Program (EFAP)

Competitive retirement savings plan

Discounts on IA products

Job summary

Investia Financial Services Inc. is seeking a Customer Service Representative, Advisor Relations, to be the first point of contact for advisors and help resolve inquiries while providing guidance.

The role involves handling calls, emails, and technical support, with a focus on delivering a memorable, high-quality service experience. The position is fully remote, offering flexibility to manage learning new processes and participate in ongoing improvement initiatives.

Qualifications

• Excellent verbal and written communication.
• Strong analytical and organizational abilities.
• Problem-solving and multitasking across priorities.
• Proven customer service and advisor support experience.

Responsibilities

• Respond to inbound calls professionally and efficiently.
• Provide accurate responses to inquiries by phone and email.
• Deliver technical support related to tools, including testing and troubleshooting.
• Document calls and emails in the internal system.
• Support advisors and clients to resolve issues and manage expectations.

Skills

Verbal communication

Written communication

Analytical skills

Problem solving

Multitasking

Team collaboration

Adaptability

Education

IFIC Operations Course

Job description

Job Description

Build Your Future With Us

Are you passionate about delivering an outstanding client experience and helping advisors and their clients achieve peace of mind? As an Customer Service Representative, Advisor Relations , you will be the first point of contact for advisors and play a key role in resolving inquiries efficiently while providing support and guidance.

This is an excellent opportunity to showcase your skills and reach your full potential within a caring and trusted organization. Here, people and their development are at the heart of everything we do, in an environment that encourages collaboration and innovation.

What You'll Accomplish With Us

As an Customer Service Representative, Advisor Relations , you will be at the center of our mission. Your key responsibilities will include:

• Responding to inbound calls efficiently and professionally while demonstrating strong active listening skills;
• Providing accurate and detailed responses to inquiries received by phone and email;
• Delivering technical support related to our tools, including testing, troubleshooting, and problem resolution;
• Following up on pending requests to ensure they are addressed within required timelines;
• Escalating unresolved issues promptly to the appropriate supervisor;
• Creating a memorable experience with every interaction by embodying our STAR service qualities: simple, reliable, attentive, and resourceful service;
• Documenting calls and emails in JIRA, our internal tracking and messaging system;
• Actively participating in daily management meetings focused on processes and continuous improvement opportunities;
• Taking ownership of learning new processes and procedures;
• Managing difficult calls and customer expectations using the tools provided during training, including Stellar Service;
• Working a fixed schedule from 9:00 a.m. to 5:00 p.m.

What Will Help You Succeed

We are looking for someone who:

• Demonstrates excellent verbal and written communication skills;
• Has strong analytical and organizational abilities;
• Excels at problem-solving and managing multiple priorities simultaneously;
• Is recognized for outstanding customer service, reliability, and a commitment to supporting advisors effectively;
• Works collaboratively within a team while demonstrating accountability and self-discipline;
• Adapts quickly to change and thrives in a fast-paced environment;
• Has two to three years of experience in a call center or operations processing role within the mutual fund industry;
• Has successfully completed the IFIC Operations Course, which is considered an asset;
• Possesses an advanced level of English proficiency , as the role requires responding to calls and emails, providing technical support, resolving issues, and supporting English-speaking advisors and clients on a daily basis.

Why You'll Love Working With Us

A work environment where learning and development go hand in hand with a shared pursuit of excellence; Artificial intelligence tools made accessible to everyone to enhance personal effectiveness and support organizational growth; A healthy, safe, equitable, and inclusive workplace where potential can thrive and grow; A fully remote position offering flexibility in organizing your work.

Competitive Benefits

• Flexible group insurance plans;
• Competitive retirement savings plan;
• Employee share purchase plan;
• Vacation program, wellness days, and personal development opportunities;
• Telemedicine services;
• Employee and Family Assistance Program (EFAP);
• Ergonomic furniture program;
• Performance bonus;
• Discounts on iA products;
• And much more!

Location(s)

Quebec / 1080, Grande Allee West

Other Possible Location(s)

Company

Investia Financial Services Inc.

Posting End Date

2026-11-02

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 of the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI