Client Relationship Specialist - Implementation
Client Relationship Specialist - Implementation
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Job Description
Position Title: Client Relationship Specialist Implementation
Reports To: Client Experience
Department: Group
Term: Permanent Full-Time
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.
The Opportunity:Equitable is growing! We are looking for a Client Relationship Specialist Implementation to join our Group team! The overall purpose of this role is to ingest the clients Group Benefits requirements from either the Advisor or the client directly and transforms into Equitables required format for the issue team to install from the very first sale to every amendment after than. This requires an in-depth knowledge of not only Equitables product catalogue but an expertise understanding of our competitions product offerings; ensure accuracy and completeness of documents so internal teams can complete required tasks within published turn-around times; guarantee superior service that not only meets but exceeds client expectations and cultivates long term trust and satisfaction; support the Group Account Executives (GAE) in their management of advisor relationships by working closely with the advisor and their service teams; the Client Relationship Specialist (CRS) provides training and demos for the various Equitable platforms. (Plan Admin Plan Member and Advisor sites and mobile app) and works alongside the Group Service Representative to ensure responsive service standards are maintained. Now is an exciting time to join one of the Waterloo Areas Top Employer for 2025 and Southwestern Ontarios Top Employers for 2024!
What you will be doing:
- Proactively connect with clients via phone or in person to ensure client needs and expectations are being met. CRS survey clients how satisfied they are with key processes and Equitable overall and take ownership for any concerns identified. If needed the CRS will put a plan in place to try to improve the experience for the client including other departments as necessary.
- Serve as the primary contact for advisors and new clients during the onboarding process.
- Guide clients through plan set up ensuring all documentation and enrollment processes are completed with accuracy and in a timely manner.
- Provide detailed timelines track milestones and monitor overall progress to ensure established due dates are met. Identify and reduce potential delays in the onboarding process.
- Regularly communicate with clients to address questions mitigate any concerns and provide updates on the onboarding process.
- Work in partnership with internal teams (Underwriting Group Benefits Administration Claims etc.) to ensure client questions are answered and the clients needs are communicated.
- Conduct Plan Member sessions to familiarize plan members with Equitable claims and administration platforms as well as their new benefits plan
- Introduce members of the greater service team that will also partner to provide on-going service
- Participate in finalist presentations.
- Support other team members as required to meet overall goals and balance workloads.
- Provide expertise on projects related to improving regional service and relationships.
- Assist in the process of data collections efforts to improve processes or to make processes consistent between regional offices.
- Meet targets for client contact while adhering to turnaround standards meeting acceptable quality rates and transactional goals. Provide statistical information as necessary. Scorecards will identify individual standards and measurements.
- Assessment and decisions on case specific Administrative and Claim Exception requests that include an element of risk (as outlined in the process documentation)
- The risk assessment analysis acceptance of risk for all sizes complexities and funding arrangements for new issues submitted to Head Office.
What you will bring:
- Superior analytical organizational time-management problem solving accuracy and decision-making skills.
- Excellent communication skills including effective listening and the ability to communicate clearly both verbally and in writing.
- Exceptional presentation and training skills.
- Comprehensive understanding of group insurance and the ability to understand Equitable processes. The Client Relationship Specialist needs to understand Equitable products and contracts along with the appropriate provincial health plans and relevant federal / provincial legislation. The CRS needs to understand risk and needs a working knowledge of every group department and their impact on clients.
- Able to prioritize work in a fast-paced environment with tight deadlines and changing priorities.
- Requires flexibility to travel with a reliable vehicle.
- Solid understanding of Word Excel PowerPoint Outlook and an ability to learn and apply new system applications.
- 3-5 years of Group benefits knowledge and experience; including solid knowledge of group products risk assessment and pricing methodologies.
- Certified Employee Benefit Specialist (GBA) designation an asset.
- Bilingual French and English is an asset
Whats 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 companys 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 emailprotected if you would like to receive our job postings in an alternative format or require an accommodation with the application process.
#LI-Remote
Other details
- Job FamilyIndividual Contributor - Non Transactional
- Pay TypeSalary
Required Experience:
Unclear Seniority
Employment Type
Full-Time
