Position Title: Client Care Representative
Reports To: Manager, Client Care Centre
Department: Individual
Term: Permanent Full-Time
Schedule: 8 hour rotating shift between the hours of 8:30am ET and 7:30pm ET
Start Date: June 9, 2025 (please note: a six-week training program will be required upon completion of our EQ Orientation program)


Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.


The Opportunity: At Equitable, our driving factor is excellent client service - not how long each interaction takes. you will work in an environment where people are valued and where putting the client first is the only way we do business.

Our Client Care Representatives are subject matter experts in all aspects of our Individual Life and Critical Illness products and can quickly answer questions over the phone and resolve different problems for our customers. We provide you with extensive training to ensure that you are equipped with the knowledge to assist and educate our clients with their varying needs.

Our company culture is critical to our success, and we take it seriously. From the first day, you'll see we're different! In Orientation, you'll learn all about the company and the ways we're connecting with each other and the communities we serve.

Join a recognized service leader in the insurance industry today and one of Waterloo Area's and Southwestern Ontario's Top Employers!


What you will be doing: The Client Care Representatives are our brand ambassadors, providing excellent client service to internal and external clients (our clients, advisors, and our regional sales and service offices). You'll take ownership for effectively resolving life and critical illness insurance related inquiries using a thorough knowledge of the products and by demonstrating your expertise and accountability. While most of the time is spent handling incoming telephone calls, you may also respond to email inquiries.

You will also have the opportunity to work closely with other departments and learn about what they do as you work with them to resolve inquiries.

What you will bring:

• Previous experience in a phone-based client care/service role is required
• Previous experience in an insurance company, or a related medical field is an asset
• Superior interpersonal skills to manage relationships with internal and external clients
• Excellent listening skills to facilitate positive outcomes with inquiries and irate callers
• Ability to handle high stress levels in a fast-paced production environment
• Excellent verbal and written communication skills

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)

How do I apply?

1. Select Apply Now at the bottom of the page and apply to the role through our careersite.
2. Complete your PLUM profile here and complete the Plum Discovery Survey.

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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