Job Description

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, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

As a Client Care Experience Representative, you’ll be the first point of contact for incoming inquiries across all lines of business, acting as a high level triage specialist. You’ll actively listen to understand each caller’s needs, quickly assess their request, and route them to the right team or expert, creating a smooth, low effort client experience.

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.

What you’ll do

• Answer and respond to inquiries via phone and other contact methods within service standards
• Consistently provide clear, concise information regarding all inquiries
• Regularly assist other Client Care units or departments as necessary to address service concerns
• Assess and obtain appropriate approval/consideration as required
• Reference procedures as required
• Attend all relevant training sessions as required
• Contribute to the continuous improvement of business procedures
• Document call details in the system to support immediate call handling requirements
• Maintain a broad understanding of Client Care operations and line of business structures to enable effective guidance without requiring deep technical expertise

What you’ll bring:

• Previous experience in a phone-based customer service role is required
• Excellent verbal and written communication skills
• Excellent analytical, problem-solving and negotiation skills
• PC skills – working knowledge of MS office, typing proficiency, ability to learn other internal systems
• Excellent listening skills to facilitate positive outcomes with inquires
• A natural desire to provide client service, with proven ability to go beyond service expectations for client retention
• Demonstrate patience and empathy while maintaining professionalism
• Strong multi-tasking abilities and prioritization skills to ensure client’s needs are met while maintaining published service standards
• Ability to “think on your feet” and deal with a multitude of demanding situations
• Quick study with ability to retain and reference information
• Fluency in both French and English is an asset for this position, including the ability to speak, read, and write proficiently in both languages

What’s in it for you:

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Allowance provided in place of vacation pay and benefits
• 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.

Your base pay will be based on your skills, qualifications, experience and education.

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. This position is open and we are excited to find the right person to join our team. Your base pay will be based on your skills, qualifications, experience and education.

At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction.

As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.

Reports To: Head of Client Care Centre Training, Knowledge, and Development

Department: Shared Services

Term: Temporary Full-Time, Six (6) Month Contract

Schedule: Monday to Friday, 9:00 AM to 5:00 PM ET

This position is open and we are excited to find the right person to join our team.

As part of the recruitment process, you will need to go through background screening, as per our company policy.

#LI-Hybrid