Client Care Representative, Individual Insurance

Equitable; Southwestern Ontario; On-site; CAD 42,000 - 58,000; Full time

Benefits offered by this job

Career growth

Total rewards

Volunteer day

Dress for your day

Job summary

Equitable in Waterloo, Ontario is seeking a Client Care Representative to provide excellent service for life and critical illness insurance inquiries. You’ll handle calls, respond to emails, and resolve issues with product knowledge and accountability.

The role is hybrid, with onboarding through Equitable Orientation, and opportunities for growth through regular training, incentive programs, and a competitive benefits package.

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 by resolving life and critical illness insurance inquiries.
• Handle incoming calls and respond to email inquiries with product knowledge and accountability.
• Collaborate with other departments to resolve inquiries and learn their functions.

Skills

Phone-based client care

Insurance knowledge

Interpersonal skills

Active listening

Communication skills

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.

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’ll take ownership for effectively resolving life and critical illness insurance related inquiries using a thorough knowledge of the products and by demonstrating your expertise and accountability. While most of the time is spent handling incoming telephone calls, you may also respond to email inquiries.

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

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.

We offer a competitive base pay and the ability to unlock higher levels of pay as you complete training and gain experience on the job. 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

Supervisor, Client Care Centre

Department

Individual Insurance

Term

Permanent Full-Time

Schedule

8 hour rotating shift between the hours of 8:30am ET and 7:30pm ET

Start Date

October 26, 2026 (please note: a six-week training program will be required upon completion of our Equitable Orientation program)