October 11, 2024

iA Groupe financier / iA Financial Group

Quebec City

TEMPORARY

Advisor, Client Services

The candidate understands the success of our organization depends on the customer experience. They keeps the client experience in mind to provide peace of mind to our advisors and clients. 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. This is a work from home position.
Responsibilities and duties:

Answer incoming calls in an efficient & professional manner, active listening is essential.
Provide accurate and detailed responses for phone inquiries.
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 (core hours are 8am to 7pm).
Ability to resolve difficult calls and manage expectations using tools provided in training (i.e. Stellar Service).

Qualification and skills:

Strong analytical and organization skills.
Ability to problem solve & multi task.
Must be able to provide optimal service and support to advisors.
Works well in a team environment.
Is self-disciplined.
Must be able to work in a fast paced environment.
Adapts quickly to change.
2-3 years of call center/processing experience in the mutual fund industry.
Completion of IFIC Operations course is an asset.
Advanced level of English and French language skills as the person will be required to communicate (via telephone and email) with anglophone and francophone clients and advisors on a daily basis.

Our commitment to Diversity and Inclusion

At i A Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, write to us. Someone from our team will be happy to assist you.