Customer Service Representative

Customer Service Representative

Permanent or temporary full‑time positions – Quebec City or Montreal

Are you passionate about customer service and eager to contribute to a company that puts people at the heart of its priorities? As a Customer Service Representative , you will play a key role in supporting insured clients and brokers, with no sales or solicitation involved. This position allows you to showcase your interpersonal skills in a caring, collaborative, and innovative environment.

What you'll accomplish with us

In a contact‑center environment, you will be responsible for:

• Responding to incoming calls and emails from our clients and partners (90%)

• Conducting outbound follow‑up calls (10%)

• Explaining, informing, and documenting files based on the nature of each interaction

• Updating personal information and documenting new claim requests

• Taking charge of complex or special cases and ensuring follow‑up within established timeframes

• Contributing to the achievement of service objectives according to established indicators and protocols

• Actively participating in daily meetings and suggesting improvement ideas

We're looking for someone who:

• Has a minimum of 2 years of experience in a call center or customer service

• Possesses an advanced level of French, as they will need to communicate with French‑only clients and partners to provide product information, follow up on requests, and process transactions on a daily basis

• Possesses an advanced level of English, as they will need to communicate with English‑only clients and partners to provide product information, follow up on requests, and process transactions on a daily basis

• Demonstrates teamwork and a positive attitude

• Has strong interpersonal skills and good stress management

• Is comfortable using computer tools and various software applications

• A minimum hourly wage of 25.60 CAD , adjusted based on your experience

• Absolutely no sales or solicitation

• A caring and dynamic team

• A 35‑hour workweek, Monday to Friday, between 8 a.m. and 5 p.m.

• A healthy, safe, fair, and inclusive work environment

• Competitive benefits: flexible group insurance, pension plan, stock purchase plan, wellness days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonus, discounts on iA products, and more

Apply now and take your career to the next level

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

iA Financial Group

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.

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.