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Spécialiste, Relations clients

iA Financial Group (Industrial Alliance)
Brossard, CAN
Full-time
Mid-Senior
Hybrid
Discovered 1 months ago
Customer serviceClient relationship managementAdministrative supportContact center operationsCase managementProblem solving

Full Job Posting

Role Overview

Act as a trusted advisor to clients and partners by providing personalized, professional, and efficient support.

Manage client requests end to end, understand needs, guide clients through processes, and deliver suitable solutions.

Key Responsibilities

  • Provide personalized customer service through inbound calls, email, and other communication channels.
  • Take ownership of client requests from first contact through resolution.
  • Analyze needs and provide accurate information, adapted advice, and effective solutions.
  • Explain products, contract clauses, eligibility conditions, and cancellation processes.
  • Help clients complete forms and submit required documents.
  • Follow up on pending files and coordinate interventions with relevant stakeholders.
  • Collaborate with retailers, partners, and financial institutions to process requests.
  • Maintain complete, accurate files while meeting compliance and quality standards.
  • Improve customer experience and contribute to team service objectives.

Candidate Profile

  • Experience in customer service, administrative support, or a contact center environment is preferred.
  • Excellent oral and written communication skills are required.
  • Strong listening, analytical, and problem-solving abilities are required.
  • Demonstrate autonomy, judgment, rigor, and strong work organization.
  • Advanced English is required for daily communication with clients, Vancouver colleagues, and external partners.

Workplace and Schedule

  • Work location is Brossard in a hybrid work environment.
  • Schedule is Monday to Friday, 9:00 a.m. to 5:00 p.m.

Benefits

  • Flexible group insurance, a competitive retirement plan, and an employee stock purchase plan.
  • Vacation, wellness and personal development days, telemedicine, and employee and family assistance.
  • Ergonomic furniture program, performance bonus, and discounts on iA products.

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