Client Care Representative

The Opportunity

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact; for our clients, our communities, and each other.

Position Details

Position Title: Client Care Representative - Bilingual (English/French)

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: February 2, 2026 (please note: a six-week training program will be required upon completion of our EQ Orientation program)

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 will be doing

The Client Care Representative is our brand ambassador, providing excellent customer service to internal and external customers (our plan members, medical providers, and our regional sales and service offices). You’ll 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 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

What’s 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 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

- 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. (Please note that priority will be given to applicants who complete the survey)

As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy.

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 careers@equitable.ca, 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.

This position is available due to an existing vacancy.

#J-18808-Ljbffr