Client Relations Agent

Client Relations Specialist

Location: Vancouver, BC
Employment Type: Full-Time, Permanent

About iFinance Canada

iFinance Canada is a leading Canadian consumer financing company that has been helping Canadians access financing solutions since 1996. As part of the Iceberg Finance Group, we are proud to support customers, merchants, and partners across the country through innovative financing programs and exceptional service.

As our business continues to grow, we are looking for ato join our Vancouver team. This is an excellent opportunity for a customer-focused professional who thrives in a fast-paced environment and enjoys building strong relationships with clients and business partners.

At iFinance Canada, you'll be part of a collaborative team that is passionate about delivering outstanding customer experiences while helping our merchants grow their businesses.

Position Summary

The Client Relations Specialist serves as a key point of contact for our merchant partners, providing account support, relationship management, and sales assistance. This role combines customer service, account management, administration, and inside sales responsibilities to ensure a positive merchant experience and support continued business growth.

Key Responsibilities

Client & Merchant Relationship Management

• Build and maintain strong relationships with merchant partners through proactive communication and exceptional service.
• Conduct outbound calls to existing and prospective merchants to drive engagement and generate business opportunities.
• Support merchant onboarding by assisting with account setup and responding to account-related inquiries.
• Act as a trusted resource for merchants, ensuring timely resolution of questions and concerns.

Account Management & Sales Support

• Assist in managing the sales pipeline, from prospecting through account activation.
• Identify opportunities to strengthen merchant relationships and increase program participation.
• Support account growth initiatives by promoting available financing solutions and services.
• Collaborate closely with Sales, Operations, and other internal teams to deliver a seamless merchant experience.

Customer Service & Issue Resolution

• Respond to merchant inquiries professionally and efficiently.
• Coordinate with internal subject matter experts to resolve complex issues and escalate concerns when appropriate.
• Follow up on outstanding cases to ensure complete and satisfactory resolution.
• Maintain a high standard of customer satisfaction and service excellence.

Administration & Compliance

• Accurately document merchant interactions, activities, and account updates within the CRM system.
• Perform administrative tasks and data entry with a high level of accuracy.
• Review accounts for potential fraud risks and compliance concerns, escalating issues as required.
• Maintain complete and organized records in accordance with company policies and procedures.

Qualifications & Experience

Required Qualifications

• 2+ years of experience in customer service, client relations, account management, inside sales, or a related field.
• Strong interpersonal and relationship-building skills.
• Excellent verbal and written communication abilities.
• Strong organizational skills with the ability to effectively manage multiple priorities.
• High attention to detail and accuracy.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Ability to work both independently and collaboratively within a team environment.
• Professional, reliable, and customer-focused approach.

Preferred Qualifications

• Experience working in financial services, consumer lending, or a regulated industry.
• Experience using CRM platforms.
• Knowledge of fraud prevention, compliance processes, or risk management practices.
• Inside sales or business development experience.

What We're Looking For

The ideal candidate is:

• Customer-centric and passionate about delivering outstanding service.
• Organized and able to prioritize effectively in a fast-paced environment.
• A strong communicator who can build credibility with merchants and internal stakeholders.
• Resourceful, proactive, and comfortable solving problems independently.
• Positive, energetic, and committed to achieving results.
• Creative and willing to think outside the box to improve processes and client experiences.

Why Join iFinance Canada?

• Join a stable and growing Canadian organization with nearly 30 years of industry experience.
• Collaborative, supportive, and positive team environment.
• Competitive compensation package with incentive opportunities.
• Comprehensive benefits program, including extended health coverage.
• Group RRSP program.
• Opportunities for professional growth and career development.
• Work with a company that values innovation, teamwork, and exceptional customer service.

iFinance Canada is an equal opportunity employer. We welcome and encourage applications from all qualified candidates and are committed to creating an inclusive and accessible workplace.