Représentant(e) service à la clientèle
Description
The Customer Service Representative will join the individual insurance customer and partner services team. The role involves providing exceptional customer service to policyholders and brokers primarily via phone and email. Responsibilities include answering diverse inquiries about products, contractual clauses, insurance guarantees, and claims, without any sales or solicitation. The position is a full-time, hybrid permanent role (35 hours per week).
What We're Looking For
Provide information by phone and email to clients and distributors to meet their needs and expectations.
Respond to a variety of requests, including questions on procedures, products, banking operations, follow-up on ongoing requests, as well as tax and legal aspects.
Offer support for processing various transactions, as needed.
Analyze complex files and complaints, and negotiate mutually satisfactory solutions in compliance with company guidelines.
Identify rules and procedures requiring updates and propose improvements to simplify processes and increase efficiency.
Share knowledge to contribute to the smooth functioning of the department.
Offer training and support, and contribute to a positive and collaborative work environment.
Contribute to achieving departmental objectives using visual indicators and established protocols, and intervene when necessary.
Actively participate in daily department meetings and propose improvement ideas.
Ideal Candidate
Minimum of 2 years of experience in a call center or customer service position
Excellent communication skills, both oral and written
Strong team spirit and a positive attitude
Excellent interpersonal skills
Ability to manage change
Good stress management
Proficiency with computers and various software
Advanced knowledge of the English language
Hard Skills
Soft Skills
Work Hours
35 hours/week, 8 AM - 4:30 PM, Monday - Friday
Benefits
About the Company
iA Financial Group
iA Financial Group is one of the largest insurance and wealth management groups in Canada, also operating in the United States. Founded in 1892, it offers a comprehensive range of life and health insurance, savings and retirement plans, mutual funds, and securities to protect the financial wellbeing of its clients.
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