Client Relations Agent

Iceberg Finance Group•Vancouver, BC

8d•Onsite

About The Position

Client Relations Specialist (Bilingual) Location: Vancouver, BC Employment Type: Full-Time, Permanent About iFinance Canada iFinance Canada is a leading Canadian consumer financing company that has been helping Canadians access financing solutions since 1996. As part of the Iceberg Finance Group, we are proud to support customers, merchants, and partners across the country through innovative financing programs and exceptional service. As our business continues to grow, we are looking for a Bilingual Client Relations Specialist to join our Vancouver team. This is an excellent opportunity for a customer-focused professional who thrives in a fast-paced environment and enjoys building strong relationships with clients and business partners. At iFinance Canada, you'll be part of a collaborative team that is passionate about delivering outstanding customer experiences while helping our merchants grow their businesses. Position Summary The Client Relations Specialist serves as a key point of contact for our merchant partners, providing account support, relationship management, and sales assistance. This role combines customer service, account management, administration, and inside sales responsibilities to ensure a positive merchant experience and support continued business growth.

Requirements

Fully bilingual in English and French (spoken and written).
2+ years of experience in customer service, client relations, account management, inside sales, or a related field.
Strong interpersonal and relationship-building skills.
Excellent verbal and written communication abilities.
Strong organizational skills with the ability to effectively manage multiple priorities.
High attention to detail and accuracy.
Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams).
Ability to work both independently and collaboratively within a team environment.
Professional, reliable, and customer-focused approach.

Nice To Haves

Experience working in financial services, consumer lending, or a regulated industry.
Experience using CRM platforms.
Knowledge of fraud prevention, compliance processes, or risk management practices.
Inside sales or business development experience.

Responsibilities

Build and maintain strong relationships with merchant partners through proactive communication and exceptional service.
Conduct outbound calls to existing and prospective merchants to drive engagement and generate business opportunities.
Support merchant onboarding by assisting with account setup and responding to account-related inquiries.
Act as a trusted resource for merchants, ensuring timely resolution of questions and concerns.
Assist in managing the sales pipeline, from prospecting through account activation.
Identify opportunities to strengthen merchant relationships and increase program participation.
Support account growth initiatives by promoting available financing solutions and services.
Collaborate closely with Sales, Operations, and other internal teams to deliver a seamless merchant experience.
Respond to merchant inquiries professionally and efficiently.
Coordinate with internal subject matter experts to resolve complex issues and escalate concerns when appropriate.
Follow up on outstanding cases to ensure complete and satisfactory resolution.
Maintain a high standard of customer satisfaction and service excellence.
Accurately document merchant interactions, activities, and account updates within the CRM system.
Perform administrative tasks and data entry with a high level of accuracy.
Review accounts for potential fraud risks and compliance concerns, escalating issues as required.
Maintain complete and organized records in accordance with company policies and procedures.