Client Care Representative â Bilingual (English / French)

Equitable; Ottawa; Remote; CAD 45,000 - 65,000; Full time

Job summary

Equitable is seeking a Client Care Representative to join their Group Client Care Centre. This permanent full-time role involves providing expert customer service related to health and dental products. The role requires fluency in both French and English, exceptional interpersonal skills, and previous customer service experience. Benefits include a work-life balance, annual bonus, and company-paid benefits. This is a great opportunity to grow within a supportive and collaborative environment.

Benefits

Annual bonus program

Company-paid benefits

Pension program with employer matching

Tuition support

Employee resource groups for inclusivity

Discounts on products and services

Paid volunteer day

Qualifications

• Bilingual in French and English, capable of speaking, reading, and writing proficiently.
• Previous experience in phone-based customer service.
• Experience in insurance or medical fields preferred.

Responsibilities

• Provide excellent customer service and resolve health and dental inquiries.
• Handle incoming phone calls and respond to email inquiries.
• Investigate potential fraud related to claims.

Skills

Fluency in French

Fluency in English

Interpersonal Skills

Listening Skills

Communication Skills

Job description

At Equitable we realize that your work life is not just about performing a job; its about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment we recognize that the key to our growth and success is a dedicated motivated and client-responsive staff. Join Equitable today.

Reports To : Manager Group Client Care Centre

Department : Group Client Care Centre

Term : Permanent Full-Time

Schedule : Monday to Friday 11 : 00 AM to 7 : 00 PM ET

Start Date : August 18 or September 2 2025 (please note : a six-week training program will be required upon completion of our EQ Orientation program)

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.

The Opportunity : At Equitable our Client Care Representatives are subject matter experts in all aspects of our Health and Dental products and can quickly answer questions and resolve different problems for our customers.

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 thats 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.

What you will be doing : The Client Care Representatives are our brand ambassador providing excellent customer service to internal and external customers (our plan members medical providers and our regional sales and service offices). Youll take ownership for effectively resolving health and dental related inquiries using a thorough knowledge of group benefits and by demonstrating your expertise and accountability. While most of the time is spent handling incoming telephone calls you will also respond to email inquiries.

You will also have the opportunity to use your investigative skills to work with the Fraud Investigations team by referring suspicious claims and alerting the department to any potential fraud-related findings.

What you will bring :

• Fluency in both French and English is required for this position including the ability to speak read and write proficiently in both languages
• Previous experience in a phone-based customer service role is required
• Previous experience in an insurance company group benefits role or a related medical field is preferred
• Superior interpersonal skills to manage relationships with internal and external clients
• Excellent listening skills to facilitate positive outcomes with inquiries and difficult callers
• Ability to handle high stress levels in a fast-paced production environment
• Excellent verbal and written communication skills

Whats in it for you :

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program annual vacation allowance and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the companys 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
• Select Apply Now at the bottom of the page and apply to the role through our careersite.
• Complete your PLUM profile here and complete the Plum Discovery Survey. (Pleasenote that priority will be given to applicants who complete the survey)

As part of the recruitment / offer process you will be required to :

• Provide two professional references (minimum one supervisor and above)

This role is open due to an existing vacancy.

To learn more about Equitable we encourage you to explore our organization.

At Equitable we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at emailprotected if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

• Job Family Individual Contributor - Transactional

Required Experience :

Unclear Seniority

Key Skills

Data Entry,Deputy,Drafting,Hibernate,Administration Support,Activex

Employment Type : Full-Time

Experience : years

Vacancy : 1

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Client Representative • Ottawa, Ontario, Canada