Customer Service Representative

Job Description

Build the future with us

Are you passionate about customer service and looking to grow within a company that puts people at the heart of its priorities? As a Customer Service Representative, you will play a key role in supporting our policyholders and business partners, all in a non-sales and non-solicitation environment. This position is an excellent opportunity to leverage your interpersonal skills and customer-focused mindset in a caring, collaborative, and continuously improving workplace.

What you'll accomplish with us

As a Customer Service Representative, you'll be at the core of our mission. Your main responsibilities will include:

• Responding to incoming calls and emails from clients and business partners (approximately 90% of interactions);
• Completing outbound follow-up calls as needed (approximately 10% of interactions);
• Explaining information, providing guidance, 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 the achievement of service objectives by meeting performance indicators and following established protocols;
• Actively participating in daily team meetings and proposing ideas for continuous improvement.

What could accelerate your success in this role

We're looking for someone who:

• Has experience in customer service;
• Demonstrates a strong team spirit and maintains a positive, collaborative attitude;
• Stands out for their strong interpersonal skills and ability to manage stress effectively;
• Is comfortable using technology and working with various software applications;
• Has an advanced level of proficiency in French, as the successful candidate will be required to communicate verbally and in writing with French-speaking unilingual clients and business partners on a daily basis to provide information about products, follow up on requests, and process transactions;
• Has an advanced level of proficiency in English, as the successful candidate will be required to communicate verbally and in writing with English-speaking unilingual clients and business partners on a daily basis to provide information about products, follow up on requests, and process transactions.

Why you'll love working with us

• A work environment where learning, collaboration, and professional development are valued;
• A healthy, safe, fair, and inclusive workplace where everyone can express themselves and grow;
• Stable working conditions within a permanent full-time position;
• Competitive benefits including group insurance, retirement savings plans, ongoing training, and career development opportunities;
• A committed and people-focused team that fosters a respectful and motivating work environment.

Apply now and take the lead in your career, where your talent truly matters!

Still unsure about applying?
At iA, we believe in potential and value diverse experiences. If this opportunity speaks to you, we encourage you to apply. Your place 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

2026-11-20

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.

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.