[Hiring] Customer Service Representative @iA Financial Group

Role Description

As a 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. Your key responsibilities will include:

• 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.

Qualifications

• 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.

Requirements

• Responding to calls and emails, providing technical support, resolving issues, and supporting English and French-speaking advisors and clients on a daily basis.

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!