Client Care Representative

Position Title: Client Care Representative
Reports To: Manager, Group Customer Contact Centre
Department: Group Contact Centre
Term: Permanent Full-Time
Band: 2H
Schedule:  Monday to Friday, 11:00 AM to 7:00 PM ET
Start Date: January 20, 2025 


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 Client Care Representatives are subject matter experts in all aspects of our Health and Dental products and can quickly answer questions 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, without having to sell them on a solution – that’s right, none of that dreaded upselling!

Here at Equitable, we ensure that some of your time is spent away from the phones. This time allows for side projects and other initiatives that can bring tremendous growth to our organization.

What you will be doing: The Client Care Representatives are our brand ambassador, providing excellent customer service to internal and external customers (our plan members, medical providers, and our regional sales and service offices). You’ll take ownership for effectively resolving health and dental related inquiries using a thorough knowledge of group benefits and by demonstrating your expertise and accountability. While most of the time is spent handling incoming telephone calls, you will also respond to email inquiries.

You will also have the opportunity to use your investigative skills to work with the Fraud Investigations team by referring suspicious claims and alerting the department to any potential fraud-related findings.

What you will bring:

• Previous experience in a phone-based customer service role is required
• Previous experience in an insurance company, group benefits role, or a related medical field is preferred
• Superior interpersonal skills to manage relationships with internal and external clients
• Excellent listening skills to facilitate positive outcomes with inquiries and difficult 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

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. (Please note that priority will be given to applicants who complete the survey)

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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