Client Relations Specialist

Job Description Build the Future with Us

Are you passionate about customer experience and want to make a real difference for clients while contributing to the purpose of a company that strives to ensure its customers feel confident and secure about their future? As a Client Relations Specialist, you will act as a trusted advisor to our clients and partners by providing personalized, professional, and efficient support. This role goes far beyond handling calls.

You will be responsible for managing client requests from start to finish, understanding their needs, guiding them through their processes, and providing tailored solutions while ensuring an exceptional customer experience. This position represents an excellent opportunity to showcase your skills and fully realize your potential within a caring and trustworthy organization. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

As a Client Relations Specialist, you will be at the heart of our mission. Here are the main responsibilities:

• Provide professional and personalized customer service by phone (inbound calls), email, and other communication channels;
• Take ownership of customer requests from the first point of contact and ensure diligent follow-up through to resolution;
• Analyze client needs in order to provide accurate information, tailored advice, and effective solutions;
• Explain products, contractual clauses, eligibility requirements, and processes related to cancellation requests;
• Assist clients in completing forms and submitting required documentation;
• Monitor pending files and coordinate the necessary actions with various stakeholders;
• Collaborate with retailers, partners, and financial institutions to facilitate the processing of requests;
• Maintain complete and accurate records while adhering to compliance requirements and quality standards;
• Actively contribute to the continuous improvement of the customer experience and the achievement of the team's service objectives.

We are looking for someone who:

• Has experience in customer service, administrative support, or a contact centre environment;
• Is recognized for excellent verbal and written communication skills;
• Stands out for strong listening, analytical, and problem‑solving abilities;
• Demonstrates autonomy, sound judgment, attention to detail, and excellent organizational skills;
• An advanced level of English and French is required, as the incumbent will be required to communicate verbally with clients, colleagues in Vancouver and Quebec, and external partners on a daily basis.

A work environment where learning and development blend with a collective pursuit of excellence;
Artificial intelligence is in everyone's hands, helping to increase your personal efficiency while supporting the organization's growth; A healthy, safe, equitable, and inclusive work environment where potential can flourish and grow freely;
The opportunity to work in a hybrid environment supported by flexibility and access to inspiring and innovative work spaces. You will join a committed, collaborative team focused on service excellence. Your contribution will have a direct impact on customer satisfaction and retention. We promote skills development, continuous improvement, and teamwork in a respectful environment.

• Flexible group insurance plans
• Competitive pension plan
• Employee share purchase plan
• Vacation program and wellness and personal development days
• Telemedicine
• Employee and Family Assistance Program
• Ergonomic furniture program
• Performance bonus
• Discounts on iA products and much more!

Brossar…