Customer Service Representative

Job summary

The representative will manage incoming calls and emails from policyholders and business partners while documenting files and updating personal information. They will also handle complex cases and contribute to team objectives through active participation in meetings.

Job details

Job Description Build the Future With Us Are you passionate about customer service and looking to grow your career with a company that puts people first? As a Customer Service Representative, you will play a key role in supporting our policyholders and business partners, all within a non-sales environment with no solicitation required. This is an excellent opportunity to put your interpersonal skills and customer service expertise to work in a supportive, collaborative workplace focused on continuous improvement. What You Will Accomplish With Us As a Customer Service Representative, you will be at the heart of our mission. Your key responsibilities will include: Responding to incoming calls and emails from customers and business partners (approximately 90% of interactions) Conducting outbound follow-up calls as needed (approximately 10% of interactions) Explaining processes, providing information, and documenting files following customer interactions Updating personal information and documenting new claims requests Managing more complex or unique cases and ensuring follow-ups are completed within established timelines Contributing to service objectives by meeting performance indicators and following established procedures Actively participating in daily team meetings and contributing ideas to support continuous improvement What Could Help You Succeed in This Role We are looking for someone who: Has experience in customer service Demonstrates strong teamwork skills with a positive and collaborative attitude Stands out for their interpersonal abilities and capacity to perform well under pressure Is comfortable using computer systems and various software applications Has an advanced level of French, as the role requires daily verbal and written communication with French-speaking clients and business partners to provide product information, follow up on requests, and process transactions Has an advanced level of English, as the role requires daily verbal and written communication with English-speaking clients and business partners to provide product information, follow up on requests, and process transactions Why You'll Love Working With Us A work environment that values learning, collaboration, and professional development A healthy, safe, equitable, and inclusive workplace where everyone is encouraged to grow and contribute Stable employment in a permanent, full-time position Competitive benefits, including group insurance, a retirement savings program, ongoing training, and career growth opportunities A caring and engaged team that fosters a respectful and motivating work environment Apply Today and Take the Next Step in Your Career Your talent matters here. Not sure if you meet every requirement? At iA, we believe in potential and value diverse experiences. If this opportunity interests you, we encourage you to apply. Your next career move may be with us, and we look forward to getting to know you. Location(s) Quebec / 1080, Grande Allee West Other Possible Location(s) Montreal / 1981 McGill College Avenue Company iA Financial Group Posting End Date 2026-09-25 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 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.

What you’ll do

The representative will manage incoming calls and emails from policyholders and business partners while documenting files and updating personal information. They will also handle complex cases and contribute to team objectives through active participation in meetings.

Requirements

Candidates must possess strong interpersonal and teamwork skills with the ability to work under pressure. Proficiency in both English and French is required for daily communication with clients.

Benefits

• Group insurance • Retirement savings program • Ongoing training • Career growth opportunities

Listed skills

• Time management · Preferred
• French · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• Documentation · Preferred
• Communication · Preferred
• Conflict Resolution · Preferred
• English · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Interpersonal skills
• Teamwork
• Communication
• Problem solving
• Computer literacy
• Software proficiency
• Documentation
• Time management
• Conflict resolution
• Bilingualism
• French
• English
• Management
• English Language
• Innovation
• Continuous Improvement Process
• Financial Services
• French Language
• Writing
• Interpersonal Communications
• Sales
• Customer Service
• Wealth Management
• Workplace Inclusivity

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives