Client Care Representative
- Waterloo, ON
- Permanent
- Temps-plein
Reports To: Supervisor, Individual Wealth Operations
Department: Individual Wealth
Term: Permanent Full-TimeSchedule: Monday to Friday, 11:00 AM ET to 7:00 PM ETWork 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.The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way.If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect.Equitable is looking for an Individual Wealth Client Care Representative to join our team! We’re looking for a dynamic individual with a proven history of providing exceptional customer service in a fast-paced call centre. The successful candidate will be responsible for handling Equitable advisor and policyholder inquiries through voice and email transactions.Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.What you will be doing:
- Respond to Policyholder and MGA / Advisor service inquiries and issues via phone and email, ensuring timely responses and follow-ups
- Ensure appropriate documentation is completed in a timely basis for further processing or future handling
- Consistently provide clear, concise information regarding all inquiries, such as status updates, financial transactions, policy values and details, product changes, policyholder mailings, corporate communications (financial statements) on current and past plans sold by the company
- Excellent verbal and written communication skills in English
- Exceptional listening skills
- Excellent problem solving and negotiation skills
- A natural desire to provide customer service, with proven ability to go beyond service expectations for client retention
- Demonstrate patience and empathy while maintaining professionalism
- Ability to handle high stress levels and a fast-paced environment
- Strong knowledge of Individual Wealth general operations and industry knowledge of accumulation and payout products and applicable legislation for registered and non-registered products
- Ability to “think on your feet” and deal with a multitude of demanding situations
- Strong mathematical aptitude
- Quick study with ability to retain and reference information
- A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day.
- A healthy work-life balance with employee wellness top of mind
- Annual bonus program, annual vacation allowance, and company-paid benefits program
- Generous vacation package with one volunteer day to give back to a charity of your choice
- Immediate enrollment in the company’s 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
- Provide two professional references (minimum one supervisor and above)