Job Description

Equitable Life of Canada is committed to supporting our staff as they develop their knowledge and capabilities. We strive to offer challenging and broad opportunities to help you find a rewarding and fulfilling career within our organization. For this role, priority will be given to permanent internal applicants.
Reports To: Manager, Group Customer Contact Center
Department: Group Contact Center
Term: Permanent Full Time
Shift: Dependent on the location, we are looking for individuals who are willing to work 11 am to 7 pm EST or 8 am to 4 pm PST
Work Arrangements: 100% remote working is available for candidates across Canada outside of Waterloo Region and surrounding areas in Ontario. If local - will be moving to a hybrid model in 2023, coming into the office 25% on designated days.
This is NOT your typical call centre role in a massive team like so many other call centres out there. You will work on a smaller team in a less rigid environment where people are valued and where putting the customer first is the only way we do business.
Join a recognized service leader in the insurance industry today and one of Waterloo Area's Top Employers for 14 consecutive years!
The Opportunity: Equitable Life, our Customer 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 Life, 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'll do:
The Customer 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 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'll need:

• Bilingual proficiency in spoken and written French/English (mandatory)
• 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 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:

• We supply the equipment needed
• Paid vacation, training & career progression
• A matched pension right from your first day, because it's never too early to start thinking about retirement!
• A reliable schedule, Monday to Friday - no weekends or holidays
• Excellent work/life balance
• A performance-based bonus and much more!

Please Note: Internal applicants will not be eligible until they have been in their present position for a minimum of six months (unless otherwise stated in their signed offer letter) or are within one month of their contract end date and have received a rating level 3 or better on their most recent Performance Appraisal.
Internal applicants are expected to discuss their interest in the posted position with their manager prior to submitting their application.
Temporary employees may apply to this posting, but their application will not be considered until a decision has been made on permanent internal applications.
At Equitable Life, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.