Client Care Representative

Position Title: Client Care Representative 
Reports To: Supervisor, Savings & Retirement Operations
Department: Savings & Retirement
Term: Permanent Full-Time

Schedule: Monday to Friday, 11:00 AM ET to 7:00 PM ET


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: Equitable is looking for a Savings & Retirement Client Care Representative to join our team! We’re looking for a dynamic individual with a proven history of providing exceptional customer service in a fast-paced call centre. The successful candidate will be responsible for handling Equitable advisor and policyholder inquiries through voice and email transactions.

This is a great opportunity to join an outstanding team and work for one of Waterloo Area and Southwestern Ontario’s Top Employers for 2024!


What you will be doing:

• Respond to Policyholder and MGA / Advisor service inquiries and issues via phone and email, ensuring timely responses and follow-ups
• Ensure appropriate documentation is completed in a timely basis for further processing or future handling
• Consistently provide clear, concise information regarding all inquiries, such as status updates, financial transactions, policy values and details, product changes, policyholder mailings, corporate communications (financial statements) on current and past plans sold by the company

 
What you will bring:

• Excellent verbal and written communication skills in English
• Exceptional listening skills
• Excellent problem solving and negotiation skills
• A natural desire to provide customer service, with proven ability to go beyond service expectations for client retention
• Demonstrate patience and empathy while maintaining professionalism
• Ability to handle high stress levels and a fast-paced environment
• Strong knowledge of Savings & Retirement general operations and industry knowledge of accumulation and payout products and applicable legislation for registered and non-registered products
• Ability to “think on your feet” and deal with a multitude of demanding situations
• Strong mathematical aptitude
• Quick study with ability to retain and reference information

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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