Client Relationship Specialist - Implementation

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.

We are seeking a Client Relationship Specialist – Implementation to join our Group Benefits team. As a key member of our Head Office Group Benefits team, you will play a critical role in delivering a best-in-class onboarding experience and serving as the face of Equitable during the implementation phase.

In this role, you will be responsible for translating client Group Benefits requirements into Equitable’s internal systems and processes, ensuring accurate and timely plan installation from initial sale through implementation and into early stabilization. You will combine technical expertise, strong relationship management, and process discipline to deliver a seamless onboarding experience that builds client confidence and trust.

Join one of the region’s top employers and be part of something that truly makes a difference.

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.

What you’ll do:

• Serve as the primary point of contact for Advisors and new clients throughout the onboarding and implementation process
• Ingest client Group Benefits requirements and translate them into Equitable’s internal systems and processes for accurate plan installation
• Guide clients through plan setup, ensuring all documentation, enrollment data, and requirements are complete, accurate, and delivered within established timelines
• Manage the end-to-end implementation lifecycle, from initial sale through to successful plan installation and transition at go-live
• Develop and manage implementation timelines, track milestones, and proactively identify and mitigate risks or delays
• Coordinate with internal teams (Underwriting, Group Benefits Administration, Claims, IT, and other operational partners) to ensure all components are aligned for successful installation
• Perform risk assessment and analysis related to plan design, setup requirements, and implementation exceptions
• Make case-specific decisions on administrative and implementation exceptions within established guidelines
• Support and manage complex or non-standard group implementations, adapting approaches to meet unique client requirements
• Participate in finalist presentations with prospective clients, providing expertise on implementation timelines, onboarding requirements, and the end-to-end implementation process to support a successful transition to our Group Benefits plans. This role may require occasional travel to attend in person.
• Collaborate with Advisors, Group Account Executives (GAEs), and internal stakeholders to resolve implementation issues and ensure a coordinated onboarding experience
• Ensure all documentation meets high standards of accuracy, completeness, and compliance to support efficient installation
• Contribute to the development, standardization, and improvement of implementation processes, documentation, and checklists
• Meet established implementation performance metrics, including turnaround times, quality standards, and reporting requirements

What you’ll bring:

• 3–5+ years of Group Benefits experience, including strong experience in implementation and onboarding
• Solid understanding of Group Benefits products, plan design, and installation processes
• Demonstrated ability to analyze complex requirements, assess risk, and make sound decisions within defined guidelines
• Strong understanding of how Underwriting, Claims, Administration, and other group functions contribute to implementation outcomes
• Excellent organizational, time management, and problem-solving skills with the ability to manage multiple implementations in a fast-paced environment
• High level of accuracy and attention to detail, particularly in documentation and data management
• Exceptional communication skills (verbal and written), with the ability to clearly guide clients and advisors through implementation processes
• Strong presentation and training skills, with the ability to deliver effective onboarding sessions
• Ability to adapt to complex or non-standard implementations and shifting priorities
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ability to quickly learn new systems
• Knowledge of provincial health plans and relevant federal/provincial legislation is an asset
• Certified Employee Benefit Specialist (CEBS/GBA) designation is an asset
• Bilingual (English/French) is an 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 [email protected]. 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:Manager, Client Experience
Department: Group
Term: Permanent Full-Time
Location: British Columbia

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.

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