Customer Service Representative

iA Financial Group (Industrial Alliance)

Customer service representative supporting iA Financial Group policyholders and business partners. Handling bilingual calls, emails, claims requests, documentation, and complex case follow-ups.

Posted 8/18/2026full-timeQuebec City • 🇨🇦 CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong customer service skills with the ability to manage complex cases and follow established procedures. Proficient in both French and English for effective communication with diverse clients and partners.

Highest-signal resume keywords

Customer Service ExperienceAdvanced French CommunicationAdvanced English CommunicationTeamwork SkillsInterpersonal Abilities

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

Positive AttitudeCollaborative SkillsAbility to Perform Under Pressure

Tools & Technologies

Computer SystemsSoftware Applications

Industry Keywords

Customer InteractionsClaims RequestsPerformance IndicatorsContinuous Improvement

About the role

Key responsibilities & impact

Respond to incoming calls and emails from customers and business partners, approximately 90% of interactions
Conduct outbound follow-up calls as needed, approximately 10% of interactions
Explain processes, provide information, 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 performance indicators and follow established procedures to contribute to service objectives
Participate in daily team meetings and contribute ideas supporting continuous improvement

Requirements

What you’ll need

Experience in customer service
Strong teamwork skills and a positive, collaborative attitude
Strong interpersonal abilities
Ability to perform well under pressure
Comfortable using computer systems and various software applications
Advanced French, with daily verbal and written communication for French-speaking clients and business partners
Advanced English, with daily verbal and written communication for English-speaking clients and business partners

Benefits

Comp & perks

A work environment that values learning, collaboration, and professional development
A healthy, safe, equitable, and inclusive workplace
Stable employment in a permanent, full-time position
Competitive benefits, including group insurance
Retirement savings program
Ongoing training
Career growth opportunities
Flexible work model
Work-life balance
Caring and engaged team
Respectful and motivating work environment