Training and Development Specialist, Client Care Centre

Training and Development Specialist, Client Care Centre

Waterloo, ON, Canada

Job Description

Posted Monday, November 24, 2025 at 5:00 AM

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.

The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged, we'd love to connect. Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.

Position Title: Training and Development Specialist, Client Care Centre

Reports To: Training and Development Leader

Department: Client Care Centre

Term: Permanent Full-Time

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:

- Participate in project working groups to provide subject matter expertise to effectively update procedural change and prepare training plans and materials.

- Assess the training needs of your class and provide detailed reports to business leaders on their behaviours and progress.

- Develop and utilize training materials including training strategies, lesson plans, presentation materials and training activities to maximize learning impact.

- Encourage the adoption of innovative training tools (i.e., e-learning; remote training tools).

- Use new training tools and techniques to accommodate various adult learning styles.

- Adopt new trends and directions in training design and delivery.

- Perform analysis, develop, and maintain new/existing procedural documentation.

- Execute training sessions to existing staff and new hires.

- Participate in an Agile process, issuing updates and suggest improvements to our existing process.

- Potential participation in on-call rotation during business days.

What you will bring:

- Experience working with a Client Care Centre or call centre preferred

- Understanding wealth products and the Individual line of business

- Training experience and ability to deliver engaging learning sessions

- Documentation writing experience in a call centre environment

- Adaptability and ability to perform in a constantly changing environment

- Superior interpersonal, oral/written communication and presentation skills

- Proficient use of Microsoft PowerPoint

- Successful track record of coaching and/or mentoring

- Comfortable with prioritizing multiple projects simultaneously and meeting deadlines with limited supervision in a fast-paced environment

- Proven experience of having worked successfully in a team

- A positive can-do attitude and client focused approach to deal with challenging situations with integrity, empathy and sincerity while promoting EQ and all of its products in a positive way

- Proficient in Microsoft Office applications including SharePoint based applications

What’s in it for you:

- A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together everyday;

- A healthy work-life balance with employee wellness top of mind;

- Annual bonus program, annual vacation allowance, and company-paid benefits program;

- Generous vacation package with one volunteer day to give back to a charity of your choice;

- 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;

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.

This position is available due to an existing vacancy.

We're dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.

#LI-Hybrid

Job Family Individual Contributor - Non Transactional

#J-18808-Ljbffr