Our current job postings

Dealer Relations Specialist

  • Employer: iA Financial Group
  • Office: 988 Broadway West
  • Location: Vancouver, British Columbia
  • Other Possible Location(s): Québec, Quebec; Montreal, Quebec; Toronto, Ontario
  • Job category: Business Administration, Finance and Accounting
  • Job ID: JR10016834
  • Job type: Permanent Job Full time
  • Apply before: 2023-06-30



Dealer Relations Specialist is responsible for providing immediate & efficient operational support and services to Dealer Services division clients. Seniority grows with the experience and knowledge.
Responsible for analyzing / solving needs of medium to high complexity (commensurate with experience) in accordance with the company’s goals.

The incumbent will be responsible for:

  • Diagnose frontend problems that interfere with the smooth running of systems
  • Help clients and work with them to support their requests
  • Apply best practises and knowledge of internal and external business processes to perform requested tasks
  • Ensuring that assigned tasks are completed in timely manner and based on defined SLA

Job responsibilities

  • Help clients proceed with their operational needs based on online functionalities provided by our systems
  • Work on medium to complex operational processes (User set-up, Dealer & Product Setup, Out-of-the-box setups, Web accesses …)
  • Ability to quickly identify systems ‘reported issues and dispatch them to IT technical teams when received
  • Carry out and document various reported calls/scenarios in the tracking system
  • Run online reports requested by our external/internal clients
  • Create basic business extracts on demand
  • Carry out duties in accord with established procedures
  • Based on level run audit reports on demand
  • Based on the level, provide support/training to less experienced colleagues.
  • Follow LEAN principles
  • Follow CX guidelines
  • Provide feedback for improvements
Customer Service (Calls, emails) and System Set-Ups
  • Actively monitor and address calls & emails received making sure that support is provided quickly, professionaly and efficiently
  • Provide relief for Front Line agents on phone queues
  • Make sure that support mailboxes are maintained up-to-date
  • Make sure of setup accuracy before performing the actual task in the systems
  • Setup and review if system updates are correctly applied; this includes employee access, products, pricing, billing, commission, reinsurance and accounting  requirements
  • Make sure that assigned tasks are completed in timely manner
  • Make sure that status is regularly communicated back to the requestor
  • Make sure that relevant documentation is up-to-date

User Assistance and Training

  • Based on level assist client/sales/colleagues and make recommendations

Miscellaneous Tasks/Projects

  • Plan and organize their activities to meet their objectives and deadlines 
  • Manage own time
  • Attending courses for own development & growth
  • Some overtime may be required during busy periods or new business tight deadlines
  • May be required to be on-call support outside of core business hours and weekend


  • College degree
  • Has acquired skills and knowledge through formal training or considerable work experience


  • 2-4 years relevant experience
  • Generally, work under moderate supervision


  • Good Problem-solving skills
  • Good Product Knowledge
  • Good and efficient written/verbal communication skills
  • Efficient customer support skills (positive attitude, language, patience, listening skills)
  • Ability to be flexible and evolve with changes required
  • Good presentation skills.
  • Pro-active and self motivated.
  • Willingness to go extra mile

Expertise and Knowledge

  • Good knowledge of MS Office tools: Word, Excel, Outlook
  • Good knowledge in specialized field
  • Good understanding of frontend system business knowledge
  • Ability to act/respond quickly and take decisions on tasks assigned
  • Ability to coordinate completion of tasks
  • Bilingual in French and English would be an asset


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.