Customer Service Representative

Customer Service Representative

Full time/35h, hybrid permanent position

Are you passionate about customer service and want to develop within a dynamic company? Are you customer-focused? Join our Individual Insurance Customer and Partner Services team! We have an opening for a non sales, non-solicitation Customer Service Representative!

In a contact center environment, you'll be responsible for providing outstanding customer service to policyholders and brokers. Communications are mainly by telephone or e-mail, and are related to our products, contract clauses, insurance coverages, and claims, among other things.

As a Customer Service Representative, you’ll be at the core of our mission. Your responsibilities will include:

• Provide information by telephone and e-mail to our customers and distributors to meet their needs and expectations

• Respond to a variety of inquiries that may include questions on procedures, products, banking transactions, follow-ups on pending applications, and tax and legal aspects.

• Provide support for the processing of various transactions, as required

• Analyze complex cases and complaints and negotiate mutually satisfactory solutions within company guidelines

• Identify rules and procedures that need updating, and suggest improvements to streamline processes and increase efficiency

• Share knowledge to contribute to the smooth running of the department

• Provide training and support and contribute to a positive and collaborative work environment

• Contribute to the achievement of department objectives based on visual indicators and established protocols, and act where necessary

• Actively participate in daily department meetings and contribute ideas for improvement.

What could accelerate your success in this role
We’re looking for someone who:

• Minimum of 2 years of experience in a call center or customer service position.

• Excellent communication skills, both spoken and written

• Team spirit and positive attitude

• Excellent interpersonal skills

• Ability to manage change

• Good stress management

• Ability to work with a computer and various software programs

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence.

• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed.

• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces; A 35-hour work week between 8:00 am and 4:30 pm, Monday to Friday.

• Competitive benefits: Flexible group insurance, competitive pension plan, stock purchase plan, vacation and wellness/personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonus, discounts on iA products, a newly equipped gym in our premises, and much more!

Apply now and get ahead of your career, where your talent really belongs! 

Still unsure about applying?

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!

The typical hiring range for this position is between $50 159 and $65 833 CAD per year; the base salary offered may vary depending on knowledge, skills, years of experience, and internal equity related to the role. At iA, we are committed to offering a fair, equitable, and market-based compensation structure. Our market data is updated annually to reflect the most current market conditions.