Position Title: Client Relationship Specialist - West
Reports To: Manager, Client Experience
Department: Group
Term: Permanent Full-Time
Location: British Columbia


Work Arrangements: You will work from your home office 100% of the time. You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis. Sales related roles may be required to travel based on the assignment.


The Opportunity: Equitable is looking to hire a Client Relationship Specialist to support the Western region!

This is a great opportunity for someone with a proven track record of building and maintaining relationships to step in and make a significant contribution to the team. In this role you'll use your outstanding customer service and communication skills to manage the installation of new business and maintain our relationships with plan administrators.


What you will be doing:

• Serve as the primary contact for advisors and new clients during the
• onboarding process
• Work with head office teams on complex issues, to provide efficient
• problem resolution to advisors.
• Guide clients through plan set up, ensuring all documentation and enrollment processes are completed with accuracy and in a timely manner.
• Provide detailed timelines, track milestones and monitor overall progress to ensure established due dates are met. Identify and reduce potential delays in the onboarding process.
• Regularly communicate with clients to address questions, mitigate any concerns, and provide updates on the onboarding process.
• Work in partnership with internal teams (Underwriting, Group Benefits Administration, Claims, etc.) to ensure client questions are answered, and the client's needs are communicated.
• Conduct Plan Administrator (PA) training sessions to ensure understanding of administrative guidelines and PA portal functionality. Sessions may be held in person or virtual. Travel may be required.
• Conduct Plan Member sessions to familiarize plan members with Equitable claims and administration platforms, as well as their new benefits plan
• Introduce members of the greater service team that will also partner to provide on-going service
• Manage the implementation of plan amendments including the quotation aspects if required. In all cases it includes coordinating all aspects of installation with both head office and the Plan Sponsor, negotiating dates and resolution within established guidelines.
• Participate in finalist presentations.
• Train advisor service teams on Equitable products, processes and systems.
• Responding to inquiries from policyholders, certificate holders, advisors and head office staff on complex administrative or escalated claim situations

What you will bring:

• 3+ years of prior experience with group, life and health products
• Knowledge of government plans as they integrate with group plans
• Ability to work in a team environment
• Bilingual skills (French/English) are an asset
• Superior analytical, organizational, time-management, problem solving accuracy and decision-making skills.
• Excellent communication skills, including effective listening and the ability to communicate clearly both verbally and in writing.
• Exceptional presentation and training skills.
• Requires flexibility to travel with a reliable vehicle.
• Able to prioritize work in a fast-paced environment with tight deadlines and changing priorities.

What's in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company's pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite, full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

This role is open due to an existing vacancy.

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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