Senior Customer Service Representative

Build the future with us

Are you driven by the individual insurance sector and want to contribute to the purpose of an organization that aims to ensure its clients feel confident and secure about their future?

As a Senior Customer Service Representative, you will play a key role in supporting customer service teams and managing complex cases. This position represents a great opportunity to showcase your skills and fully leverage your potential within a caring and reliable organization.

Here, people and their development are at the heart of our priorities, fostering an environment conducive to collaboration and innovation.

What you will accomplish with us

As a Senior Customer Service Representative, you will be at the heart of our mission. Here are the main responsibilities:

• Act as a resource person by responding to requests and questions raised by customer service representatives following requests from clients and advisors;
• Support teammates in finding information on the various available tools;
• Promote the optimization of the client experience and problem resolution at first contact;
• Participate in the development and updating of relevant departmental information;
• Keep your knowledge up to date regarding products, policies, procedures and applicable legislation;
• Take charge of requests in order to facilitate first call resolution for clients and advisors;
• Provide support to teammates during peak periods and, as a result, perform the duties of the Client Relations Specialist;
• May be called upon to participate in the development of training and in the upskilling of client relations specialists (mentoring);
• Act as a change agent to support the team in the implementation of new initiatives and process changes.

What could accelerate your success in this role

We are looking for someone who:

• Is recognized for their excellent ability to manage priorities;
• Stands out for their ability to simplify and clearly communicate information;
• Demonstrates a high level of execution speed;
• Has relevant experience in individual insurance or customer service;

Advanced knowledge of the English language is required as the individual will be required to communicate in English with unilingual English-speaking clients and partners in order to provide information on products, follow up on requests and process transactions on a daily basis.

Why you will love working with us

• A work environment where learning and development are combined with a collective pursuit of excellence;
• A healthy, safe, equitable and inclusive environment where potential can be expressed and developed freely;
• The opportunity to work in a hybrid work environment, supported by flexibility and access to inspiring and innovative workspaces.
• Competitive benefits: Flexible group insurance, competitive pension plan, share purchase plan, vacation and wellness and personal development days, telemedicine, employee and family assistance program, ergonomic equipment program, performance bonus, discounts on iA products, and more!

Apply now and take charge of your career, where your talent truly matters!

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