Client Relations Specialist

4 days ago

Toronto, Canada iA Groupe financier iA Financial Group Full time

Call centre, customer service / permanent, Full time / Toronto, Montreal / remote work_

**Purpose and Accountability**

Our clients’ and partners’ needs matter to you? You have a positive attitude towards problem solving and teamwork? You master our products and administrative procedures? Here is a great opportunity within the Client Relations Team

Reporting to the Manager, the Client Relations Specialist (CRS) will provide first-level contact with customers, iA Financial Group advisors and administrative staff from our MGA offices. The incumbent must possess excellent communication skills, both written and verbal, must also be able to demonstrate good time management, work well under pressure with daily deadlines, exhibit a positive attitude, image and be highly motivated.

**RESPONSIBILITIES**

**_ Telephone calls_**
- Respond to telephone calls from clients, advisors and agency administration staff as well as other financial institutions;
- Answer questions on products with full understanding of contract and administrative provisions;
- Answer questions regarding tax rules for all registered RSP, RIF, LIF, RESP, TFSA, locked-in plans and non-registered contracts, correctly advise clients regarding the impacts transactions will have on taxation to the contract owner, and be able to verify and educate clients on CRA forms and the taxation of various transfers;
- Review and correctly analyze transactions made on contracts in response to inquiries and be able to recognize processing errors, and take corrective steps;
- Answer questions regarding RESP grants rejected by the government and be able to recognize reject codes and provide clients with direction on corrective actions to be taken;
- Make decisions to facilitate the client’s request, such as escalations for transactions, waving administrations fees when appropriate, approving exceptions to certain processes;
- Focus on building and maintaining excellent relationships with iA Financial Group advisors, MGA administration staff and clients;

**_ Investigation (NIGO - not in good order)_**
- Follow up on incomplete transaction submissions for new issue/deposit/redemption/change transaction types;
- Contact advisors and/or MGA offices for clarification of transaction requests that are unclear or cannot be processed;
- Provide thorough explanations to recipients to advise why we cannot proceed and what steps must be taken (missing information, etc.) to allow us to proceed;
- Clearly document the instructions received for the file (Workflow) and make sure they are understandable by other staff;

**SKILLS REQUIREMENT**
- Excellent command of English, verbal and written communication; French, verbal and written communication, is an asset.
- Excellent customer service skills
- Excellent ability to pass on knowledge;
- Autonomy and excellent judgement;
- Analytical skills with attention to detail;
- Sense of priorities;
- Good stress management;
- Able to work in a team environment as well as individually;
- Feels comfortable to participate in a team setting;

RSRIA

**Company Overview**:
**About**:
iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

**Our commitment to Diversity and Inclusion**:
At iA 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, please contact us here. Someone from our team will be happy to assist you.

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