- Employer: IA Clarington Inc.
- Office: 26 Wellington Street East
- Location: Toronto, Ontario
- Job category: Customer Service and Administrative Support
- Job ID: JR10024008
- Job type: Temporary Job
- Apply before: 2025-09-12
Description
The Client Resolutions Representative plays a key role in ensuring timely and accurate resolution of client-related issues, particularly those classified as NIGO (Not In Good Order). This role involves close collaboration with third-party service providers and internal processing teams to identify root causes, resolve discrepancies, and deliver high-quality service aligned with IA Clarington’s standards.
Your responsabilities will be:
NIGO Resolution (50%)
Manage daily work items assigned to the NIGO function.
Collaborate with internal and external teams to resolve issues efficiently.
Identify root causes and propose solutions to improve quality and meet business goals.
Queue Management & Client Support (20%)
Maintain accuracy and productivity while managing personal work queues.
Ensure timely completion of service requests and inquiries.
Take inbound calls (DSC/Free queue) to support Client Services when needed.
Service & Policy Improvement (10%)
Identify opportunities for service enhancements and policy improvements.
Provide viable alternatives and contribute to process optimization.
Client Communication & Brand Representation (10%)
Deliver professional and courteous responses across all communication channels.
Promote a positive image of IA Clarington and contribute to a collaborative team environment.
Continuous Learning & Development (10%)
Participate in departmental call coaching programs.
Commit to ongoing skill development and knowledge acquisition.
Qualifications
1–2 years of experience in the financial services or mutual fund industry.
Strong understanding of mutual fund processes, policies, and regulatory standards.
Completion of CSC and/or IFIC Operations or Sales course (required).
Familiarity with call center systems and web applications.
Post-secondary education preferred.
Advanced level of English and French, as the role involves frequent interaction with anglophone and francophone clients and teams across Canada, and daily handling of various transaction requests.
Flexibility to work additional hours during peak periods or special projects.
Skills & Competencies
Strong problem-solving and analytical skills.
Ability to work independently and collaboratively.
Solution-oriented mindset with a focus on customer satisfaction.
Excellent verbal and written communication skills in English and French.
High attention to detail and ability to manage multiple priorities.
Working Conditions
Professional office environment.
Regular 8.5-hour shifts (including 1-hour lunch), Monday to Friday, between 8:00 AM and 8:00 PM.
Occasional overtime may be required.
Reporting & Accountability
Minimal financial accountability; responsible for meeting departmental standards in NIGO resolution and call handling.
Expected to adhere to policies, procedures, and productivity targets.
Responsible for maintaining punctuality and attendance standards.
Internal & External Relationships
Frequent interaction with internal teams (Client Services, Operations, Managers).
Regular communication with external clients via phone, email, and written correspondence.
Expected to contribute to a positive team culture and support departmental goals.
Invest in your talent by joining our team
See why so many people choose iA!
Company Overview
iA Financial Group is the strength of a company with a human side, with its over 10,000 employees. Together, we have earned the trust of our more than five million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.
With over $235 billion in assets, 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 130 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, write to us. Someone from our team will be happy to assist you.
