Representative, Customer Service - Group Savings and Retirement

iA Financial Group (Industrial Alliance); Quebec; Hybrid; CAD 42,000 - 52,000; Full time

Job summary

iA Financial Group is seeking a Representative, Customer Service - Group Savings and Retirement in Canada. The role focuses on delivering a personalized and high-quality customer experience via phone and email, guiding clients to suitable financial solutions, and supporting our team with best practices.

The ideal candidate has at least two years of customer service experience, strong bilingual English/French communication, and comfort with a variety of software applications.

Qualifications

• Two years of customer service experience.
• Strong English and French communication skills.
• Comfortable with computers and multiple software applications.
• Available to start on Oct 13, 2026.

Responsibilities

• Deliver high-quality customer experience via phone and email.
• Understand clients' needs and guide them toward appropriate solutions.
• Respond to inquiries with professionalism, empathy, and efficiency.
• Provide guidance regarding financial services products and savings plans.
• Analyze and resolve complex situations by identifying suitable solutions.
• Use the tools and software required to perform effectively in the role.
• Collaborate with team to ensure a consistent client experience.

Skills

Customer service

Bilingual EN/FR

Problem solving

Analytical abilities

Stress management

Communication skills

Tools

Computer skills

Job description

Build the future with us

Are you driven by customer service 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 Representative, Customer Service - Group Savings and Retirement, you will play a key role in supporting our clients by delivering a personalized, professional, and high-quality customer experience.

Description

If you enjoy understanding clients’ needs, identifying the right solutions, and exceeding expectations, this opportunity is for you. You will join a team recognized for its collaborative spirit, ongoing support, and commitment to customer service excellence, with no solicitation or sales required.

What You’ll Accomplish With Us

• Deliver a high-quality customer experience through phone and email interactions.
• Understand clients’ needs and guide them toward appropriate solutions.
• Respond to inquiries with professionalism, empathy, and efficiency.
• Provide guidance regarding financial services products and savings plans.
• Analyze and resolve more complex situations by identifying suitable solutions.
• Use the tools and software required to perform effectively in the role.
• Contribute to customer service best practices across the team.
• Collaborate with team members to ensure a consistent and positive client experience.

What Could Accelerate Your Success In This Role

• Is recognized for their excellent interpersonal and relationship-building skills.
• Stands out for their professionalism and customer-focused approach.
• Demonstrates strong stress management skills in a dynamic environment.
• Has strong problem-solving and analytical abilities.
• Has at least two (2) years of customer service experience.
• Is comfortable working with computers and a variety of software applications.
• Is available to start on October 13, 2026.
• Has strong English and French communication skills, both spoken and written.
• Advanced level of English and French proficiency required, as the incumbent will be expected to communicate verbally and in writing with English-speaking and French-speaking clients and colleagues across Canada on a frequent basis.

Why you’ll love working with us

• A paid five-week training program upon joining the team.
• Ongoing support from a trainer and a coach to help guide your development.
• A work environment where learning and development merge with a collective pursuit of excellence. ,
• AI is in everyone's hands, empowering you to increase your personal effectiveness while supporting the organization's growth. ,
• Managers who value autonomy and actively support their teams.
• A remote work opportunity with on-site presence required 2 to 4 times per month at an office in Québec City, Montréal, or Toronto.
• A collaborative team environment where teamwork and enjoyment at work are important.
• Continuous learning and career growth opportunities within a rapidly growing organization.

Competitive Benefits

• A 35-hour work week scheduled between 8:00 a.m. and 8:00 p.m., Monday to Friday, with schedules provided one month in advance.
• Flexible group insurance plans.
• Competitive retirement savings plan.
• Employee share purchase plan.
• Vacation program, wellness days, and personal development days.
• Telemedicine services.
• Employee and Family Assistance Program (EFAP).
• Comprehensive health program and competitive working conditions.
• Discounts on iA products and much more.