[Hiring] Client Care Representative - Bilingual (English/French) @Equitable

Role Description

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.

The Client Care Representatives are our brand ambassadors, 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Career Growth: Regular learning sessions and development opportunities.
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits, and pension matching.
• 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.

Company Description

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 [email protected], 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.