Customer Service Representative, Advisor Relations

• Job category: Customer Service and Administrative Support

Are you passionate about delivering an outstanding client experience and helping advisors and their clients achieve peace of mind? As an Customer Service Representative,
Advisor Relations
, you will be the first point of contact for advisors and play a key role in resolving inquiries efficiently while providing support and guidance.

This is an excellent opportunity to showcase your skills and reach your full potential within a caring and trusted organization. Here, people and their development are at the heart of everything we do, in an environment that encourages collaboration and innovation.

As an Customer Service Representative,
Advisor Relations
, you will be at the center of our mission. Your key responsibilities will include:

• Responding to inbound calls efficiently and professionally while demonstrating strong active listening skills;
• Providing accurate and detailed responses to inquiries received by phone and email;
• Delivering technical support related to our tools, including testing, troubleshooting, and problem resolution;
• Following up on pending requests to ensure they are addressed within required timelines;
• Escalating unresolved issues promptly to the appropriate supervisor;
• Creating a memorable experience with every interaction by embodying our STAR service qualities: simple, reliable, attentive, and resourceful service;
• Documenting calls and emails in JIRA, our internal tracking and messaging system;
• Actively participating in daily management meetings focused on processes and continuous improvement opportunities;
• Taking ownership of learning new processes and procedures;
• Managing difficult calls and customer expectations using the tools provided during training, including Stellar Service;
• Working a fixed schedule from 9:00 a.m. to 5:00 p.m.

We are looking for someone who:

• Demonstrates excellent verbal and written communication skills;
• Has strong analytical and organizational abilities;
• Excels at problem-solving and managing multiple priorities simultaneously;
• Is recognized for outstanding customer service, reliability, and a commitment to supporting advisors effectively;
• Works collaboratively within a team while demonstrating accountability and self-discipline;
• Adapts quickly to change and thrives in a fast-paced environment;
• Has two to three years of experience in a call center or operations processing role within the mutual fund industry;
• Has successfully completed the IFIC Operations Course, which is considered an asset;
• Possesses an advanced level of English proficiency
  , as the role requires responding to calls and emails, providing technical support, resolving issues, and supporting English-speaking advisors and clients on a daily basis.

• A work environment where learning and development go hand in hand with a shared pursuit of excellence;
• Artificial intelligence tools made accessible to everyone to enhance personal effectiveness and support organizational growth;
• A healthy, safe, equitable, and inclusive workplace where potential can thrive and grow;
• A fully remote position offering flexibility in organizing your work.
• Competitive retirement savings plan;
• Employee share purchase plan;
• Vacation program, wellness days, and personal development opportunities;
• Employee and Family Assistance Program (EFAP);
• Ergonomic furniture program;
• Performance bonus;
• Discounts on iA products;
• And much more!

iA Financial Group is the strength of a company with a human side, with its over 10,000 employees. Together, we have earned the…