Client Service Representative

iA Financial Group•Montreal, QC

15d•CA$50,000 - CA$55,000•Hybrid

About The Position

As a Client Service Representative you will play a key role in the success of our organization. Reporting to the advisor relations supervisor, the candidate will be the first point of contact for advisors, to solve problems efficiently and provide coaching & support. They will be an expert in providing optimal service. They are a strong team player who is accountable and reliable.

Requirements

2 to 3 years of customer service experience, preferably in the financial services or insurance industry.
Strong communication skills
Resourcefulness, analytical thinking, and strong organizational skills.
Ability to solve problems and manage multiple priorities simultaneously.
Advanced proficiency in French and English

Responsibilities

Answer incoming calls in an efficient & professional manner, active listening is essential
Provide accurate and detailed responses for phone inquiries
Provide technical support for our tools (testing, troubleshooting, problem solving)
Answer emails quickly and professionally with accurate information
Follow-up on pending requests to ensure requests are answered in a timely manner
Escalate outstanding issues to Supervisor in a timely fashion
Ensure every interaction is memorable using the STAR qualities (Seamless, Trustworthy, Attentive, and Resourceful)
Logging calls & emails on JIRA (internal tracking/messaging system)
Active participation in a daily management meeting for process and improvements
Accountable for learning new process & procedures
Available to work on a rotating shift of 9h to 17h Monday to Friday
Ability to resolve difficult calls and manage expectations using tools provided in training (i.e. Stellar Service)