Customer Service Representative

iA Financial Group (Industrial Alliance)

. Respond to incoming calls and emails from clients and business partners, approximately 90% of interactions .

Posted 11/4/2026full-timeQuebec City • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced proficiency in both French and English for effective communication with clients and business partners. Excels in customer service, managing complex cases, and achieving performance indicators while fostering a collaborative team environment.

Highest-signal resume keywords

Customer Service ExperienceAdvanced Proficiency In FrenchAdvanced Proficiency In EnglishInterpersonal SkillsStress Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Team SpiritCollaborative Attitude

Tools & Technologies

Software Applications

Industry Keywords

Client InteractionPerformance IndicatorsContinuous ImprovementClaims RequestsFollow-Up Management

About the role

Key responsibilities & impact

Respond to incoming calls and emails from clients and business partners, approximately 90% of interactions
Complete outbound follow-up calls as needed, approximately 10% of interactions
Explain information, provide guidance, and document files following customer interactions
Update personal information and document new claims requests
Manage complex or unique cases and ensure follow-ups are completed within established timelines
Meet service objectives by achieving performance indicators and following established protocols
Participate in daily team meetings and propose ideas for continuous improvement

Requirements

What you’ll need

Experience in customer service
Strong team spirit and a positive, collaborative attitude
Strong interpersonal skills and ability to manage stress effectively
Comfortable using technology and working with various software applications
Advanced proficiency in French, including verbal and written communication with French-speaking unilingual clients and business partners
Advanced proficiency in English, including verbal and written communication with English-speaking unilingual clients and business partners

Benefits

Comp & perks

A work environment where learning, collaboration, and professional development are valued
A healthy, safe, fair, and inclusive workplace where everyone can express themselves and grow
Stable working conditions within a permanent full-time position
Competitive benefits including group insurance, retirement savings plans, ongoing training, and career development opportunities
A committed and people-focused team that fosters a respectful and motivating work environment