Customer Service Representative

Call center / Permanent, Full-time / Remote / Vancouver

Are you passionate about Customer Service and want to develop within a dynamic company? Are you customer-focused? Join our Individual Insurance Customer and Partner Services team! We have an opening for a non sales, non-solicitation Customer Service Representative!

In a contact center environment, you'll be responsible for providing outstanding Customer Service to policyholders and brokers. Communications are mainly by telephone or e-mail, and are related to our products, contract clauses, insurance coverages, and claims, among other things.

More specifically, your responsibilities will include:

• Provide information by telephone and e-mail to our customers and distributors to meet their needs and expectations

• Respond to a variety of inquiries that may include questions on procedures, products, banking transactions, follow-ups on pending applications, and tax and legal aspects.

• Provide support for the processing of various transactions, as required

• Analyze complex cases and complaints and negotiate mutually satisfactory solutions within company guidelines

• Identify rules and procedures that need updating, and suggest improvements to streamline processes and increase efficiency

• Share knowledge to contribute to the smooth running of the department

• Provide training and support and contribute to a positive and collaborative work environment

• Contribute to the achievement of department objectives based on visual indicators and established protocols, and take action where necessary

• Actively participate in daily department meetings and contribute ideas for improvement.

Profile required:

• Minimum 2 years' experience in a call center or Customer Service position.

• Excellent communication skills, both oral and written

• Team spirit and positive attitude

• Excellent interpersonal skills

• Ability to manage change

• Good stress management

• Ability to work with a computer and various software programs

We offer:

• No sales or solicitation

• Full training provided

• A 35-hour work week between 8:00 am and 5:00 pm, Monday to Friday

• Salary starting from $51,000

• Access to a newly equipped gym in our new premises

• Full range of benefits, including group insurance, pension plan, stock purchase plan

• Permanent position

We care about our employees and want to keep our talent! Apply now and you too will be able to live the customer experience!

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 50,000 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.

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.