Customer Service Representative, Advisor Relations at iA Financial Group (Industrial Alliance)

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.

This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation. 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

As a Customer Service Representative, Advisor Relations you’ll be at the core of our mission. Here are the main responsibilities:

• 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

We’re looking for someone who:

• 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 the 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!
  
  

Apply now and get ahead of your career, where your talent really belongs!

Still unsure about applying?

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!