Client Care Representative, Individual Insurance - …, Waterloo

The Opportunity: 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. Our Client Care Representatives (Bilingual – French and English) are subject matter experts in all aspects of our Individual Life and Critical Illness products and can quickly answer questions over the phone 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. Our company culture is critical to our success, and we take it seriously. From the first day, you’ll see we’re different! In Orientation, you’ll learn all about the company and the ways we’re connecting with each other and the communities we serve. Join one of the region’s top employers and be part of something that truly makes a difference. 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’ll do: The Client Care Representatives (Bilingual – French and English) are our brand ambassadors, providing excellent client service to internal and external clients (our clients, advisors, and our regional sales and service offices). You’ll take ownership for effectively resolving life and critical illness insurance related inquiries using a thorough knowledge of the products and by demonstrating your expertise and accountability. While most of the time is spent handling incoming telephone calls, you may also respond to email inquiries. You will also have the opportunity to work closely with other departments and learn about what they do as you work with them to resolve inquiries. What you’ll 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 client care/service role is required - Previous experience in an insurance company, or a related medical field is an asset - 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: - 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 As part of the recruitment process, candidates may be asked to complete an assessment. 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 perks. 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. Reports To: Supervisor, Client Care Centre Department: Individual Term: Permanent Full Time Schedule: 8 hour rotating shift between the hours of 8:30am ET and 7:30pm ET Start Date: June 22, 2026 (please note: a six-week training program will be required upon completion of our Equitable Orientation program) Apply on Kit Job: kitjob.ca/job/2nb9mt