Client Care Representative

Dayforce HCM; Southwestern Ontario; Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Employer-paid benefits

Pension matching

Volunteer day

Career growth

Job summary

Equitable, a Canadian mutual company, is hiring Client Care Representatives to act as brand ambassadors and resolve client inquiries. The role is hybrid with a Waterloo, ON office schedule and training provided.

The team fosters care, collaboration and ongoing learning, including background screening and a comprehensive total rewards program. The successful candidate will have prior phone-based client care experience, strong interpersonal skills, and the ability to handle stressful inquiries

Qualifications

• 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.

Responsibilities

• Provide excellent client service to internal and external clients (our clients, advisors, and regional offices).
• Collaborate with other departments and learn what they do while resolving inquiries.
• Support and educate clients as needed without selling a solution.

Skills

Phone support

Customer service

Interpersonal skills

Written communication

Verbal communication

Stress management

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, stride 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.

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 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 developmentopportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pensionmatching
• 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 [e-mail]. 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.

Reports To:

Supervisor, Client Care Centre
Department: Individual Wealth
Term: Permanent Full-Time
Schedule:10:00AM ET to 6:00PM ET (please note: our Client Care Centre is open from 8:30AM ET to 7:30PM ET. Shift requirements may change based on business need)
Start Date: January 4, 2027 (please note: a six-week training program will be required upon completion of our Equitable Orientation program)