Job Description

Job Title

Bilingual Agent Support Representative ​

Build the future with us

Are you passionate about delivering exceptional service and making a meaningful impact in people’s lives? At iA American, we’re committed to helping our clients feel confident and secure about their future. As a Bilingual Agent Support Representative, you’ll be the first point of contact for our valued policyholders, agents, and internal teams—ensuring every interaction is handled with care, clarity, and professionalism.

This position is a great opportunity to showcase your bilingual communication skills and grow within a company that values integrity, collaboration, and continuous development.

What you’ll accomplish with us

• As an Agent Support Representative, you’ll be at the core of our mission. Here are the main responsibilities:
• Communicate with customers via inbound/outbound calls, chat, email, and written correspondence in both English and Spanish.
• Explain policy coverage and respond to inquiries with clarity and empathy.
• Assess customer needs and determine when to escalate requests to other departments.
• Update policies and maintain accurate service logs. Stay informed on company products and procedures to provide accurate support.
• Maintain a positive and professional demeanor in a high-volume call center environment.
• Uphold compliance with all applicable laws, regulations, and internal policies.

What could accelerate your success in this role

We’re looking for someone who:

• Has strong phone etiquette and active listening skills.
• Demonstrates excellent written and verbal communication.
• Possesses strong attention to detail and organizational skills.
• Is adaptable, collaborative, and eager to learn.
• Has at least 1 year of customer service experience, preferably in a call center.
• Types at a minimum of 35 WPM and is proficient in MS Office and other systems.
• Can meet department KPIs within 6 months of hire.
• Is fluent in both English and Spanish (spoken and written).

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence.
• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed.
• The opportunity to work in a supportive, in-office setting with a team that values your growth.

Competitive benefits

Flexible Health, Dental and Vision insurance, 401(k) + company match, PTO, employee and family assistance program, performance bonus, and much more!

Apply now and get ahead of your career, where your talent really belongs!

Still unsure about applying?

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!

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Company Overview

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.

iA Financial group includes of the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto 

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 with your needs.