Client Care Experience Representative

Equitable; Southwestern Ontario; Hybrid; CAD 38,000 - 48,000; Full time

Benefits offered by this job

Dress for your day

Hybrid work arrangement

Employee wellness

Job summary

Equitable in Waterloo, Ontario, is hiring a Client Care Experience Representative to be the first point of contact for inquiries across lines of business. You will triage requests, guide clients to the right team, and strive for a low-effort, high‑quality experience.

The role requires phone-based customer service experience, strong communication, and the ability to learn internal systems. It offers a hybrid work setup with some in-office days and a focus on client care excellence.

Qualifications

• Experience in a phone-based customer service role.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving and negotiation abilities.
• Proficiency with MS Office and ability to learn internal systems.
• Ability to listen actively and manage multiple inquiries.

Responsibilities

• Answer and respond to inquiries via phone and other contact methods within service standards.
• Provide clear and concise information about inquiries.
• Assist other Client Care units or departments to address service concerns.
• Obtain required approvals and refer to procedures as needed.
• Attend training sessions and contribute to process improvements.
• Document call details in the system to support call handling.
• Understand Client Care operations to guide inquiries effectively.

Skills

Phone-based customer service

Verbal & written communication

Analytical & problem-solving

Negotiation skills

Active listening

Patience & empathy

Multi-tasking & prioritization

Bilingual EN/FR advantageous

Tools

MS Office

Job description

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.

As a Client Care Experience Representative, you’ll be the first point of contact for incoming inquiries across all lines of business, acting as a high‑level triage specialist. You’ll actively listen to understand each caller’s needs, quickly assess their request, and route them to the right team or expert, creating a smooth, low‑effort client experience.

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:

• Answer and respond to inquiries via phone and other contact methods within service standards


• Consistently 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 required


• Attend all relevant training sessions as required


• Contribute to the continuous improvement of business procedures


• Document call details in the system to support immediate call handling requirements


• Maintain a broad understanding of Client Care operations and line of business structures to enable effective guidance without requiring deep technical expertise

What you’ll bring:

• Previous experience in a phone-based customer service role is required


• Excellent verbal and written communication skills


• Excellent analytical, problem-solving and negotiation skills


• PC skills – working knowledge of MS office, typing proficiency, ability to learn other internal systems


• Excellent 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 retention


• Demonstrate patience and empathy while maintaining professionalism


• Strong multi-tasking abilities and prioritization skills to ensure client’s needs are met while maintaining published service standards


• Ability to “think on your feet” and deal with a multitude of demanding situations


• Quick study with ability to retain and reference information


• Fluency in both French and English is an asset for this position, including the ability to speak, read, and write proficiently in both languages

What’s in it for you:

• Career Growth:Regular learning sessions and development opportunities


• Total Rewards:Allowance provided in place of vacation pay and benefits


• 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 [e-mail]. We’re happy to help.

Your base pay will be based on your skills, qualifications, experience and education.

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.

Reports To: Head of Client Care Centre Training, Knowledge, and Development
Department: Shared Services
Term: Temporary Full-Time, Six (6) Month Contract
Schedule: Monday to Friday, 9:00 AM to 5:00 PM ET