Customer Service Representative, Advisor Relations

iA Financial Group; Toronto; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

A leading financial services firm located in Toronto is looking for a Customer Service Representative to enhance advisor relations. This role requires excellent communication skills, a strong problem-solving ability, and advanced French proficiency. You will efficiently handle calls, provide essential support, and maintain high service standards in a hybrid work environment. The company offers competitive benefits including group insurance and a pension plan.

Benefits

Flexible group insurance

Competitive pension plan

Stock purchase plan

Vacation and wellness/personal development days

Telemedicine and employee assistance program

Performance bonus

Discounts on products

Qualifications

• 2-3 years of call center or processing experience in the mutual fund industry.
• Completion of the IFIC Operations course is considered an asset.
• Advanced knowledge of French is required.

Responsibilities

• Answer incoming calls efficiently and professionally.
• Provide accurate and detailed responses to inquiries.
• Follow up on pending requests and escalate issues as necessary.
• Ensure every interaction is memorable by applying STAR qualities.
• Participate in daily management meetings and contribute to process improvements.

Skills

Excellent communication skills

Strong analytical and organizational skills

Problem-solving abilities

Adaptability in a fast-paced environment

Team player

Bilingual in English and French

Job description

Job Description

Build the future with us

Are you driven by delivering an exceptional customer experience and eager to contribute to the purpose of a company that aims to help its clients feel confident and secure about their future? As a Customer Service Representative – Advisor Relations, you will play a key role in ensuring peace of mind for our advisors and clients by providing efficient problem‑solving, coaching, and support.

Reporting to the Advisor Relations Supervisor, you will be the first point of contact for advisors, acting as an expert in delivering optimal service and keeping the client experience at the center of everything you do.

What you’ll accomplish with us

• Answer incoming calls efficiently and professionally, demonstrating active listening to understand advisor needs.
• Provide accurate and detailed responses to phone and email inquiries, ensuring clarity and professionalism in every interaction.
• Follow up on pending requests promptly, escalating outstanding issues to the Supervisor when necessary to maintain service standards.
• Ensure every interaction is memorable by applying STAR qualities (Seamless, Trustworthy, Attentive, Resourceful) and log all calls and emails in JIRA for proper tracking.
• Participate actively in daily management meetings, contribute to process improvements, stay accountable for learning new procedures, and demonstrate flexibility by working rotating shifts (core hours 8 a.m. to 7 p.m.).

What could accelerate your success in this role

• Is known for their excellent communication and written skills, ensuring clarity and professionalism in every interaction.
• Stands out for their strong analytical and organizational skills, enabling them to manage multiple priorities effectively.
• Demonstrates strong problem‑solving abilities and adaptability, thriving in a fast‑paced environment and adjusting quickly to change.
• Is recognized for their ability to provide optimal service and support to advisors, while being a reliable, self‑disciplined team player.
• Has 2–3 years of call center or processing experience in the mutual fund industry, and completion of the IFIC Operations course is considered an asset.
• Advanced knowledge of French is required as the candidate will have to communicate with francophone advisors and clients on a daily basis.

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence.
• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed.
• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces.

Competitive benefits: Flexible group insurance, competitive pension plan, stock purchase plan, vacation and wellness/personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonus, discounts on iA products, and much more!

Location: Toronto, Ontario

We are an equal‑opportunity employer. We support and celebrate diversity, striving to provide a workplace that is inclusive for all.