Finance Client Services Representative

J.D. Irving, Limited; Canada; On-site; CAD 32,000 - 42,000; Full time

Job summary

J.D. Irving, Limited in Canada seeks a Switchboard/Operator – Finance Client Services to be the first point of contact for inbound inquiries, routing requests to the appropriate teams and supporting Finance Shared Services with high-quality client service.

You will document call details, maintain accurate records, and help triage inquiries, with shifts Monday to Friday, 7.5 hours between 7:30 am and 6:00 pm; you will collaborate across departments to ensure prompt resolution and strengthen

Qualifications

• Post-secondary education in business administration or a related field is considered an asset.
• Experience in a customer service, call centre, or administrative support role preferred.
• Strong verbal communication and active listening skills.

Responsibilities

• Answer, screen, and direct incoming calls in a timely and professional manner.
• Provide first-level support for general Finance Shared Services inquiries.
• Route calls and messages to the appropriate teams (e.g., Accounts Payable, Payroll, Customer Service).
• Monitor shared inboxes or intake channels and ensure inquiries are triaged appropriately.
• Accurately document call details, messages, and service requests in tracking systems.
• Support service standards by ensuring prompt response times and follow-up where required.
• Maintain up-to-date knowledge of internal departments, services, and escalation paths.
• Assist with basic troubleshooting or directing clients to available self-service resources.
• Escalate complex or sensitive inquiries to appropriate team members.
• Contribute to continuous improvement by identifying common inquiry trends or process gaps.
• Availability to work Monday to Friday, with 7.5-hour shifts scheduled between 7:30am to 6:00 pm. Shifts within those hours are subject to change based on business and team needs.

Skills

Customer service

Call centre

Administrative support

Verbal communication

Active listening

Client-focused

Attention to detail

Organizational skills

Prioritization

Multi-system navigation

Microsoft Office

Outlook

Teams

Excel

Education

Post-secondary education in business administration or a related field

Tools

Microsoft Office

Job description

Job Description

The Switchboard/Operator – Finance Client Services is responsible for serving as the first point of contact for inbound inquiries, ensuring calls and requests are handled professionally, efficiently, and routed appropriately. This role supports Finance Shared Services by providing high-quality client service, maintaining accurate call handling, and facilitating communication between internal teams, stakeholders, and external contacts.

Job Description

The Switchboard/Operator – Finance Client Services is responsible for serving as the first point of contact for inbound inquiries, ensuring calls and requests are handled professionally, efficiently, and routed appropriately. This role supports Finance Shared Services by providing high-quality client service, maintaining accurate call handling, and facilitating communication between internal teams, stakeholders, and external contacts.

Responsibilities

• Answer, screen, and direct incoming calls in a timely and professional manner
• Provide first-level support for general Finance Shared Services inquiries
• Route calls and messages to the appropriate teams (e.g., Accounts Payable, Payroll, Customer Service)
• Monitor shared inboxes or intake channels and ensure inquiries are triaged appropriately
• Accurately document call details, messages, and service requests in tracking systems
• Support service standards by ensuring prompt response times and follow-up where required
• Maintain up-to-date knowledge of internal departments, services, and escalation paths
• Assist with basic troubleshooting or directing clients to available self-service resources
• Escalate complex or sensitive inquiries to appropriate team members
• Contribute to continuous improvement by identifying common inquiry trends or process gaps
• Availability to work Monday to Friday, with 7.5-hour shifts scheduled between 7:30am to 6:00 pm. Shifts within those are hours are subject to change based on business and team needs

Qualifications

• Post-secondary education in business administration or a related field is considered an asset
• Experience in a customer service, call centre, or administrative support role preferred
• Strong verbal communication and active listening skills
• Professional, courteous, and client-focused approach
• Ability to manage a high volume of calls and inquiries with accuracy and attention to detail
• Strong organizational skills and ability to prioritize tasks
• Comfortable navigating multiple systems simultaneously
• Proficiency in Microsoft Office (Outlook, Teams, Excel)

About Us

Founded in 1882, J.D. Irving, Limited (JDI) operates in Eastern Canada (New-Brunswick, Nova Scotia, Prince Edward Island, Québec, Ontario, Newfoundland and Labrador), as well as in USA. We are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.

We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply.

Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

We appreciate your interest in our company however only those candidates selected for an interview will be contacted.

About The Team

Irving Business Services is a vital support function within J.D. Irving, Limited, delivering expertise in essential areas such as Finance, Human Resources, Supply Chain, Health and Safety, Communications, and Legal.

By managing resources, delivering fast and flexible outcomes, and fostering innovation, Irving Business Services plays a critical role in driving operational success and supporting the company’s long-term strategic goals. With a focus on collaboration and continuous improvement, Irving Business Services offers exciting opportunities for growth and development within a leading organization.