Equitable Life of Canada Hiring for Senior Customer Service Representative 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 Customer Contact Centre

Department: Group

Term: Full-Time Permanent

Band: 2H

Schedule: 10:00 AM to 6:00 PM EST or 11:00 AM to 7:00 PM EST

Work Arrangements: We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately September 2023), coming into the office a minimum of 2 days per week, every other week on designated days. Anyone based outside of Ontario will be working remote.

The Opportunity: Equitable Life is looking to hire a Senior Customer Care Representative to join our growing team! In this role, the chosen candidate will support our customer service team daily while also resolving escalated client issues and providing training to new and existing staff. We’re looking for someone with a strong group insurance background and an outstanding eye towards process improvement.

What you will be doing:

• Provide daily support and on-going assistance to the customer service team
• Provide training to new and existing staff; identify opportunities to enhance the training curriculum
• Resolve escalated client, internal partner, medical consultant and third-party issues
• Participate in strategic group benefit projects including developing and testing new products and system enhancements, User Acceptance Testing
• Perform monthly quality call audits for the customer service team
• Stay up to date on changes to the claim’s adjudication process; support roll out of changes when necessary
• Provide back up support for the Manager, including managing work distribution and monitoring call ques
• Provide customer service and support to internal and external customers

What you bring:

• Superior interpersonal, listening, communication and relationship building abilities
• Excellent working knowledge of group health and dental contracts and benefits
• Familiarity and exposure to specialty drugs
• Service focused; strong conflict resolution and negotiation skills
• Comfort solving complex problems independently
• Experience with training, including delivery, design and enhancing
• An eye towards continuous improvement opportunities
• Strong leadership skills
• Strong organization and prioritization skills

What’s in it for you:

• Hybrid work arrangements available for most roles
• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, generous 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
• A company subsidized cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• EQ culture days focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to provide two professional references (minimum one supervisor and above).

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 [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.