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.
Join one of the region’s top employers and be part of something that truly makes a difference.
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:
• Deliver superior customer service and be an Equitable ambassador through receiving and assessing inquiries and a variety of requests from policyholders/brokers, responding to concerns, and providing information.
• Handle complex, advanced cases that require effective written communication skills and mathematical aptitude and impact the reputation and profitability of the company.
• Perform policy administration by way of basic and complex plan changes, creation of illustrations and quotes, commission adjustments, conversions, banking changes, and answering complex inquiries.
• Administer all Individual Life business post issue process, through to and including termination in an accurate manner, within specified service standards.
• Update and maintain policies and procedures, continually assessing for potential process improvements, making recommendations for procedural improvements, assist with measurement and implementation.
• Participate in projects, administer training, investigate policy discrepancies, and identify system problems.
What you’ll bring:
• Minimum 3 years recent experience with life insurance acting as a subject matter expert in the complex administration of Life insurance products and features
• Effective and professional communication skills, both written and verbal, and able to tailor your message effectively to the audience, whether an internal or external customer.
• Experience delivering effective customer service, including the ability to diffuse irate customers or handle sensitive situations with empathy and tact.
• Demonstrated knowledge of life insurance taxation regulations, legislative and CLHIA guidelines, money laundering, privacy, complaint handling procedures.
• Good analytical, problem solving and investigative skills.
• Strong ability to organize your workload and prioritize your tasks in a fast-paced environment to meet service expectations.
• Computer literacy with the ability to learn new systems and proficiency with Microsoft Word and Microsoft Excel.
• Previous experience using Ingenium, OnBase, or other insurance administration systems, Microsoft Access, and/or Peoplesoft, would be considered an asset.
• ACS, PCS, and/or FLMI designation would be considered an asset.
• Previous experience using Ingenium, OnBase, or other insurance administration systems, Microsoft Access, and/or Peoplesoft.
• ACS, PCS, and/or FLMI designation would be a huge 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 included.
Reports To: Senior Manager, Policy Service Individual Insurance
Department: Individual Life Administration
Term: Permanent Full-Time
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
