Client Care Representative

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 – 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.

Position Title: Client Care Representative - Bilingual (English/French) Reports To: Manager, Group Client Care Centre Department: Group Client Care Centre Term: Permanent Full-TimeSchedule: Monday to Friday, 8:00AM PT to 4:00PM PTStart Date: February 2, 2026 (please note: a six-week training program will be required upon completion of our EQ Orientation program)
Location: British Columbia 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.
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). 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

How do I apply?

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 , 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.
 

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