iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network.
Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term.
With operations across Canada and in the United States, iA Financial Group and its over 5,000 employees work hard every day to offer the best service to over four million clients.
iA Clarington Investments Inc. is anticipating an exciting career in our Client Services department. This is a rewarding opportunity to provide exceptional customer service to our clients, while building a foundation to grow within the investments, financial services and insurance industry.
Reporting to the Manager, Client Services, you will be primarily responsible for answering incoming calls from financial advisor / broker offices as well as unit holders.
Key responsibilities :
Answer inbound calls and customer inquiries for product, account and transaction information
Place outbound calls in response to client queries to resolve outstanding requests
Process client requests to support the operations of the team
Use exceptional problem solving skills to resolve issues as they arise and strive for first call resolution
Build and maintain strong relationships with advisors, brokers and their offices
Learn about our company products, policies and procedures, and systems and utilize this information effectively on each call
Participate in continuous improvement initiatives
You are flexible in balancing personal goals and those of the organization
You are a positive influence on the team
You proactively identify the needs of clients and partners
Your actions are chosen with the client in mind
You maintain quality standards while demonstrating efficiency
You take responsibility for the work you are doing and the processes you are developing
You show courage to challenge accepted ways of doing things
You identify opportunities and take responsibility to continuously improve your team’s processes
You consider the opinions, needs and expectations of others in all your actions and decisions without prejudice
You treat partners and clients with care, consideration, diplomacy and humility
1 to 2 years’ experience in a customer service or call centre environment
Completion of post-secondary education
Fluent in both English and French - speaking, reading and writing is required
Strong computer skills and the ability to prioritize competing demands
Interest and / or knowledge of Mutual Funds and Financial Services industry preferred
Completion on IFIC and / or CSC considered an asset and required within 1 year of hire
Contact Center is open Monday to Friday
Shift rotation between 8 : 00am-4 : 30pm and 11 : 30am-8 : 00pm
Overtime may be requested during the peak season (January to April) or in connection with various projects