Equitable Life of Canada Hiring for Group Service Representative Grp Reg Svc West at Waterloo, ON Full Time

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it’s about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.

Reports to: Manager, Group Service Representatives & Group Marketing Assistants

Department: Group Service

Hours: Alberta Shift – 10:30 AM to 6:30 PM EST

Work arrangements: Due to Covid, temporary remote working from home is currently available

The Opportunity:
Equitable Life is looking for a Group Service Representative to join our team! In this customer focused role, you will provide outstanding service and support to customers and advisors as the go-to problem solving expert for group insurance inquiries. This is not a traditional call centre role, as our focus is quality of service interactions over high volume.

What you’ll do:

• Respond to Plan Administrator, Plan Member and Advisor email and phone inquiries quickly and accurately. This often involves investigating problems or navigating our organization structure for clients
• Handle the submission of non-complex plan amendments and exceptions
• This is the “inside” service role, accountable for handling all incoming service requests (unless they relate to installing a new sale)
• Resolve escalated concerns and complex cross-functional issues balancing customer focus with Equitable Life’s requirements
• Support national regions as required to meet overall goals and balance workloads. Assist in the process of data collections, efforts to improve processes, or to make processes consistent between regional offices
• Adhere to turnaround standards, meeting acceptable quality rates and transactional goals

What you’ll need:

• First and foremost: a dedication to providing an exceptional customer experience
• Prior experience in a customer-facing role
• Knowledge of group insurance products and government health plans would be an asset
• Excellent communication skills both verbal and written
• Organizational and time management skills
• Sound knowledge of Windows, Word, Excel and PowerPoint
• Ability to work in a team environment

To learn more about Equitable Life, we encourage you to explore our organization.

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.