Client Care Representative

About the job

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.

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

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.

What you’ll do: 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 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’ll 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:

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at careers@equitable.ca. We’re happy to help.

We offer a competitive base pay and the ability to unlock higher levels of pay as you complete training and gain experience on the job. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.