Customer Service Representative, Advisor Relations

iA Financial Group; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Flexible benefits package

Remote work flexibility

Professional development opportunities

Employee assistance program

Ergonomic home office support

Job summary

Investia Financial Services Inc. seeks a Customer Service Representative, Advisor Relations for a fully remote role. You will deliver outstanding service to advisors and their clients, resolve inquiries, and provide guidance with a focus on accuracy and speed.

Your responsibilities include handling calls and emails, testing and troubleshooting tools, and documenting interactions. Fluency in English and French is required, with previous mutual fund industry experience preferred.

Qualifications

• 2–3 years of experience in a call center or operations processing role within the mutual fund industry.
• IFIC Operations Course is an asset.
• Advanced level of French required; must support English and French-speaking advisors.

Responsibilities

• Respond to inbound calls efficiently and professionally.
• Provide accurate and detailed responses to inquiries by phone and email.
• Deliver technical support related to our tools, including testing, troubleshooting and problem resolution.
• Follow up on pending requests to ensure timely resolution.
• Escalate unresolved issues to the appropriate supervisor.
• Document calls and emails in JIRA and participate in daily management meetings.

Skills

Call center experience

Bilingual EN/FR

JIRA

Education

IFIC Operations Course

Tools

JIRA

Job description

Customer Service Representative, Advisor Relations

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

• 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

• 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 French proficiency, as the role requires responding to calls and emails, providing technical support, resolving issues, and supporting English and French-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

Company

Investia Financial Services Inc.

Posting End Date

2026-11-13

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 Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto

Our Commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.

Technology and Artificial Intelligence in Recruitment

To optimize and support our recruitment process, iA Financial Group may use certain technological tools, including artificial intelligence. These tools support the work of our recruiters but do not replace their judgment. All hiring decisions continue to be made by authorized individuals within the organization. For more information, please refer to our Privacy Notice.