Client Care Representative

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.

At Equitable, our Client Care Representatives are subject matter experts and can quickly answer questions and resolve different problems for our clients. 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.

Reports To:Supervisor, Client Care Centre
Department: Individual Insurance
Term: Permanent Full-Time
Schedule: 8 hour rotating shift between the hours of 8:30am ET and 7:30pm ET
Start date:​ January 18, 2027 (please note: a six-week training program will be required upon completion of our Equitable Orientation program)

What you’ll do: The Client Care Representatives are our brand ambassadors, providing excellent client service to internal and external clients (our clients, advisors, and our regional sales and service offices). You’ll take ownership for effectively resolving life and critical illness insurance related inquiries using a thorough knowledge of the products and by demonstrating your expertise and accountability. While most of the time is spent handling incoming telephone calls, you may also respond to email inquiries.

You will also have the opportunity to work closely with other departments and learn about what they do as you work with them to resolve inquiries.

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
  
  

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 [email protected]. We’re happy to help.

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. This position is open and we are excited to find the right person to join our team. Your base pay will be based on your skills, qualifications, experience and education.

At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction.

As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.

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