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Employer: iA Financial Group
Office: 1080, Grande Allee West
Location: Québec, Quebec
Other Possible Location(s): Montreal, Quebec
Job category: Customer Service and Administrative Support
Job ID: JR10026955
Job type: Permanent Job
Apply before: 2026-06-30
Description
Build the future with us
Are you driven by the individual insurance sector and want to contribute to the purpose of an organization that aims to ensure its clients feel confident and secure about their future?
As a Senior Customer Service Representative, you will play a key role in supporting customer service teams and managing complex cases. This position represents a great opportunity to showcase your skills and fully leverage your potential within a caring and reliable organization.
Here, people and their development are at the heart of our priorities, fostering an environment conducive to collaboration and innovation.
What you will accomplish with us
As a Senior Customer Service Representative, you will be at the heart of our mission. Here are the main responsibilities:
- Act as a resource person by responding to requests and questions raised by customer service representatives following requests from clients and advisors;
- Support teammates in finding information on the various available tools;
- Promote the optimization of the client experience and problem resolution at first contact;
- Participate in the development and updating of relevant departmental information;
- Keep your knowledge up to date regarding products, policies, procedures and applicable legislation;
- Take charge of requests in order to facilitate first call resolution for clients and advisors;
- Provide support to teammates during peak periods and, as a result, perform the duties of the Client Relations Specialist;
- May be called upon to participate in the development of training and in the upskilling of client relations specialists (mentoring);
- Act as a change agent to support the team in the implementation of new initiatives and process changes.
What could accelerate your success in this role
We are looking for someone who:
- Is recognized for their excellent ability to manage priorities;
- Stands out for their ability to simplify and clearly communicate information;
- Demonstrates a high level of execution speed;
- Has relevant experience in individual insurance or customer service;
Advanced knowledge of the English language is required as the individual will be required to communicate in English with unilingual English-speaking clients and partners in order to provide information on products, follow up on requests and process transactions on a daily basis.
Why you will love working with us
- A work environment where learning and development are combined with a collective pursuit of excellence;
- A healthy, safe, equitable and inclusive environment where potential can be expressed and developed freely;
- The opportunity to work in a hybrid work environment, supported by flexibility and access to inspiring and innovative workspaces.
- Competitive benefits: Flexible group insurance, competitive pension plan, share purchase plan, vacation and wellness and personal development days, telemedicine, employee and family assistance program, ergonomic equipment program, performance bonus, discounts on iA products, and more!
and take charge of your career, where your talent truly matters!
Hesitating to apply? At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place may be with us and we want to get to know you!
Get ahead of your career, where your talent belongs
See why so many people choose iA!
Company Overview
iA Financial Group is the strength of a company with a human side, with its over 10,000 employees. Together, we have earned the trust of our more than five million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.
With over $235 billion in assets, 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 130 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.
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, write to us. Someone from our team will be happy to assist you.
Are you driven by the individual insurance sector and want to contribute to the purpose of an organization that aims to ensure its clients feel confident and secure about their future?
As a Senior Customer Service Representative, you will play a key role in supporting customer service teams and managing complex cases. This position represents a great opportunity to showcase your skills and fully leverage your potential within a caring and reliable organization.
Here, people and their development are at the heart of our priorities, fostering an environment conducive to collaboration and innovation.
What you will accomplish with us
As a Senior Customer Service Representative, you will be at the heart of our mission. Here are the main responsibilities:
- Act as a resource person by responding to requests and questions raised by customer service representatives following requests from clients and advisors;
- Support teammates in finding information on the various available tools;
- Promote the optimization of the client experience and problem resolution at first contact;
- Participate in the development and updating of relevant departmental information;
- Keep your knowledge up to date regarding products, policies, procedures and applicable legislation;
- Take charge of requests in order to facilitate first call resolution for clients and advisors;
- Provide support to teammates during peak periods and, as a result, perform the duties of the Client Relations Specialist;
- May be called upon to participate in the development of training and in the upskilling of client relations specialists (mentoring);
- Act as a change agent to support the team in the implementation of new initiatives and process changes.
What could accelerate your success in this role
We are looking for someone who:
- Is recognized for their excellent ability to manage priorities;
- Stands out for their ability to simplify and clearly communicate information;
- Demonstrates a high level of execution speed;
- Has relevant experience in individual insurance or customer service;
Advanced knowledge of the English language is required as the individual will be required to communicate in English with unilingual English-speaking clients and partners in order to provide information on products, follow up on requests and process transactions on a daily basis.
Why you will love working with us
- A work environment where learning and development are combined with a collective pursuit of excellence;
- A healthy, safe, equitable and inclusive environment where potential can be expressed and developed freely;
- The opportunity to work in a hybrid work environment, supported by flexibility and access to inspiring and innovative workspaces.
- Competitive benefits: Flexible group insurance, competitive pension plan, share purchase plan, vacation and wellness and personal development days, telemedicine, employee and family assistance program, ergonomic equipment program, performance bonus, discounts on iA products, and more!
and take charge of your career, where your talent truly matters!
Hesitating to apply? At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place may be with us and we want to get to know you!
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