Our current job postings

Senior Client Service Specialist

  • Employer: iA Financial Group
  • Office: 988 Broadway West
  • Location: Vancouver, British Columbia
  • Other Possible Location(s): Montreal, Quebec
  • Job category: Customer Service and Administrative Support
  • Job ID: JR10015909
  • Job type: Permanent Job Full time
  • Apply before: 2023-06-13


Customer service, administration / Group insurance / Full time, permanent / Vancouver, Toronto, Montreal

You are passionate about client service in the insurance field and are looking to take on a new challenge. You thrive on multitasking and are eager to take on higher level responsibilities in addition to client service and are enthusiastic about working within a new call centre system. Trouble shooting/problem solving sounds appealing to you.

You are flexible to work during our call centre hours: Monday to Friday; 6:30 a.m. to 4:30 p.m. PT (Pacific Time).

• Reports to the Team Lead/Manager, Client Service in the iA Special Markets division
• Responds in both English and French to a varying complexity of telephone/email queries from clients, brokers and policyholders about group term insurance products
• Maintains client records and process change requests
• Translates/Reviews French and English documents and reviews marketing materials
• Serves as a bridge between junior team members and the Team Lead/Manager; assists with training, processing changes and implementing projects
• Provides initial and ongoing training and support for team members (both virtual and in office)
• Designs, writes documentation to keep the training path up to date
• Maintains quality control and provides mentorship

• Assists team lead/manager with creating/updating training material and carrying out training for team members and others from the division as needed

• Inspires and motivates junior team members; encourages participation, feedback and problem solving to meet agreed upon objectives
• Assists with evaluation of telephone calls and emails for compliance purposes/feedback. Plays a key role in continuous analysis of set procedures and guidelines and provide. Assist in call coaching
suggestions for improvement; Identify key issues and escalate to Team Lead/Manager
• Proactively identifies challenges or potential issues with new or existing clients/groups and suggests and implements solutions

• Effectively and efficiently responds to incoming telephone calls and emails as a first line resource to client queries (Clients include applicants, existing insureds, HR Benefit Administrators of employer groups, policyholders, brokers, third party administrators and consultants.)
• Resolves client complaints by investigating client history against any contractual provisions and determines appropriate course of action to rectify/respond
• Services other product lines such as Office Overhead, LTD, and Extended Health and Dental insurance

• Authorizes certain processes within pre-established limits
• Emails (or mails if requested) application and change request forms to clients as needed
• Tracks new addresses for any Returned Mail
• Reviews Marketing communication and website content to ensure accuracy
• Processes payments on EPI system by directing them to the correct client account
• Requests and Mails client certificates and or letters of explanation following coverage changes or client requests
• Translates documents/emails received in French or English (where required)

• Post-secondary education; Insurance industry courses (LOMA or CEBS preferred)
• 3 – 5 years insurance sector related experience preferably with excellent client relation skills; experience working in Sales and/or call centre environment
• Detailed knowledge of group insurance benefits and marketplace including contractual provisions
• Ability to identify process improvements
• Excellent verbal and written language skills in both English and French owing to frequent interaction with English- and French-speaking colleagues and clients across Canada
• Previous leadership experience is an asset
• Knowledge of all iA Special Markets products is an asset but can be gained on the job; must be a fast and independent learner
• Good self-management, organizational and multi-tasking skills
• Good analyzing, decision making problem solving, negotiation and conflict resolution skills
• Sense of urgency (prioritization and time management)
• Strong team player; willing to work well with and guide co-workers as require

At iA, we invest,
in you.

Our employees are our best investment and we have much to offer them.

Company Overview


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.

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, please contact us here. Someone from our team will be happy to assist you.