Client Care Experience Representative

The Opportunity: At Equitable we believe great things happen when we work together. Were a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If youre passionate about making a difference and growing your career in an inclusive and collaborative environment wed love to hear from 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 a Client Care Experience Representative youll be the first point of contact for incoming inquiries across all lines of business acting as a highlevel triage specialist. Youll actively listen to understand each callers needs quickly assess their request and route them to the right team or expert creating a smooth loweffort client experience. Join one of the regions top employers and be part of something that truly makes a 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 youll do:Answer and respond to inquiries via phone and other contact methods within service standardsConsistently 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 requiredAttend all relevant training sessions as requiredContribute to the continuous improvement of business proceduresDocument call details in the system to support immediate call handling requirementsMaintain a broad understanding of Client Care operations and line of business structures to enable effective guidance without requiring deep technical expertiseWhat youll bring:Previous experience in a phone-based customer service role is requiredExcellent verbal and written communication skillsExcellent analytical problem-solving and negotiation skills PC skills working knowledge of MS office typing proficiency ability to learn other internal systemsExcellent 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 retentionDemonstrate patience and empathy while maintaining professionalism Strong multi-tasking abilities and prioritization skills to ensure clients needs are met while maintaining published service standardsAbility to think on your feet and deal with a multitude of demanding situationsQuick study with ability to retain and reference informationFluency in both French and English is an asset for this position including the ability to speak read and write proficiently in both languagesWhats in it for you:Career Growth:Regular learning sessions and development opportunitiesTotal Rewards:Allowance provided in place of vacation pay and benefitsFlexibility:Healthy work-life balance with employee wellness always top of mind complemented by a dress for your day approachAt Equitable were 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 Were happy to base pay will be based on your skills qualifications experience and education. If youre selected to move forward our Talent Acquisition team will walk you through all the details of our total rewards program so you know exactly whats includedReports To: Head of Client Care Centre Training Knowledge and Development Department: Shared Services Term: Temporary Full-Time Contract until December 31 2026 Schedule: Monday to Friday 9:00 AM to 5:00 PM ETStart date: May 11 2026 (please note: a ten-day training program will be required upon completion of our Equitable Orientation program)