Client Care Representative, Group Insurance

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, our Client Care Representatives are subject matter experts in all aspects of our Health and Dental products and can quickly answer questions and resolve different problems for our customers. We provide you with extensive training to ensure that you are equipped with the knowledge to assist and educate our clients with their varying needs, without having to sell them on a solution – that’s right, none of that dreaded upselling! Here at Equitable, we ensure that some of your time is spent away from the phones. This time allows for side projects and other initiatives that can bring tremendous growth to our organization 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: The Client Care Representatives are our brand ambassador, providing excellent customer service to internal and external customers (our plan members, medical providers, and our regional sales and service offices). You’ll take ownership for effectively resolving health and dental related inquiries using a thorough knowledge of group benefits and by demonstrating your expertise and accountability. While most of the time is spent handling incoming telephone calls, you will also respond to email inquiries. You will also use your investigative skills to work with the Fraud Investigations team by referring suspicious claims and alerting the department to any potential fraud-related findings. What you’ll bring: Previous experience in a phone-based client care/service role is required Previous experience in an insurance company or investment knowledge is an asset Superior interpersonal skills to manage relationships with internal and external clients Excellent listening skills to facilitate positive outcomes with inquiries and irate callers Ability to handle high stress levels in a fast-paced production environment Excellent verbal and written communication skills 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. We offer a competitive base pay and the ability to unlock higher levels of pay as you complete training and gain experience on the job. 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: Manager, Group Client Care Centre Department: Group Client Care Centre Term: Permanent Full-Time Schedule: Monday to Friday, 11:00 AM to 7:00 PM ET Start Date: September 28, 2026 (please note: a six-week training program will be required upon completion of our Equitable Orientation program) 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

The Client Care Representative acts as a subject matter expert to resolve health and dental inquiries for internal and external customers via phone and email. They also perform investigative work to identify and report potential fraud to the investigations team.

Candidates must have previous experience in a phone-based client care or service role and possess strong interpersonal and communication skills. Experience in the insurance or investment industry is considered an asset.

• Incentive pay • Annual salary reviews • Employer-paid benefits • Pension matching • Vacation • Paid volunteer day • Career growth opportunities

• Gestion du tempsSouhaitée
• Service à la clientèleSouhaitée
• Résolution de problèmesSouhaitée
• Saisie de donnéesSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer service
• Group benefits knowledge
• Health and dental insurance
• Communication skills
• Interpersonal skills
• Listening skills
• Problem solving
• Fraud investigation
• Data entry
• Email correspondence
• Telephone support
• Accountability
• Time management
• Fraud Investigation
• Relationship Management
• Curiosity
• Customer Service
• Communication
• Development Environment
• Interpersonal Communications
• Listening Skills
• Regional Sales
• Upselling

• Customer Service & Support
• Finance & Accounting
• Client Insurance Representative
• Insurance Customer Service Representative
• Insurance Representatives
• Customer Service Representatives

Expérience minimale

0+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Présence au bureau

1 jours par semaine