Bilingual Service Representative - IGM Financial - Manitoba Customer Contact Association

Bilingual Service Representative - IGM Financial

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements.  The company provides a broad range of financial planning and investment management services to help more than two million Canadian meet their financial goals.  Its activities are carried out principally through IG Wealth Management, Mackenzie Investments and Investment Panning Counsel.   

Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy, we’re IG Wealth Management. For over 90 years of business, we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime.  This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally. 

At IG Wealth Management, our vision is to inspire financial confidence. 

You will join a team that that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential.  You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares. 

IG Wealth Management is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.  


National Service Centre (NSC) is a strategic area within Financial Services Distribution. The NSC is responsible for managing, servicing and providing financial planning advice to a segment of IG Wealth Management clients nationally. 

The NSC Service Representative will provide continual support to NSC Financial Representatives and clients by providing enhanced administrative support, demonstrating strong customer and relationship management skills and acting as first point of operational support for both financial and non-financial transactions. They will identify solutions and make appropriate decisions that result in producing high quality work. Working in a fast-paced environment, their main responsibility is to handle all supporting paperwork, inquiries and problems accurately, professionally and effectively through acquired product knowledge of the corporate policies and procedures.

  • Client servicing and administration - guide and offer support to Financial Representatives through administration related to orders and answer account inquiries and business submission methods. Activities include updating account information, processing non-financial requests, quality control, responding to service requests, communicating with customers, follow up, and adjustments.

  • Communicates regularly with NSC clients to resolve issues, answer questions, and strengthen the client relationship and experience.

  • Constantly adapting to new priorities by remaining nimble and agile in a fast-paced work environment and having a growth mindset in the face of challenges.

  • Receive and respond to incoming contacts via e-mail, phone, web and fax from Financial Representatives, clients, other business units.

  • Determine the best course of action and ensure completion of action has met established standards.

  • Take independent action to research escalated situations, offer alternatives and solutions, and provide feedback to Financial Representatives and/or process improvements that will maximize the administrative process.

  • Communicate with other business units to ensure client inquiries and concerns are resolved in a timely manner and act as liaison between related business units.

  • Maintain knowledge of basic policy and procedure in the following areas: IGFS, IGSI, IIROC, IGFS Nominee, Mortgage, and AFP.

  • Manage escalations - review each issue with consideration, collaboration with other business unit, initiate appropriate action to be taken to resolve the issue in a timely efficient manner.


  • Minimum 2 plus years in a diverse customer service focused role, with front line client service and working with mutual funds/other investments experience.

  • Post-secondary degree/diploma in a business discipline with relevant securities or financial services courses.

  • Excellent inter-personal and proven client service skills.

  • Well demonstrated written and verbal communication skills.

  • Proficient PC skills including Word, Excel, Access and email.

  • Strong investigative and decision-making abilities.

  • Bilingual (French/English) written and verbal communication is required.

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