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.

In this customer focused role, you will provide outstanding service and support to customers and advisors as the go-to problem solving expert for group insurance inquiries. This is not a traditional call centre role, as our focus is quality of service interactions over high volume.
Join one of the region’s top employers and be part of something that truly makes a difference.

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. Service related roles may be required to travel based on the assignment.

What you’ll do:
• Respond to Plan Administrator, Plan Member and Advisor email and phone inquiries quickly and accurately. This often involves investigating problems or navigating our organization structure for clients
• Handle the submission of non-complex plan amendments and exceptions
• This is the “inside” service role, accountable for handling all incoming service requests (unless they relate to installing a new sale)
• Resolve escalated concerns and complex cross-functional issues balancing customer focus with Equitable’s requirements
• Support national regions as required to meet overall goals and balance workloads. Assist in the process of data collections, efforts to improve processes, or to make processes consistent between regional offices
• Adhere to turnaround standards, meeting acceptable quality rates and transactional goals

What you’ll bring:
• First and foremost: a dedication to providing an exceptional customer experience
• Prior experience in a customer-facing role
• Knowledge of group insurance products and government health plans would be an asset
• Excellent communication skills both verbal and written
• Organizational and time management skills
• Sound knowledge of Windows, Word, Excel and PowerPoint
• Ability to work in a team environment
• Fluency in French is an asset

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.

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

Reports To: Manager, Client Experience
Department: Group
Term: Permanent Full-Time
Location: Alberta

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.
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