Client Care Experience Representative

Equitable is a Canadian mutual company focused on putting people first and helping Canadians protect today and prepare for tomorrow. As a Client Care Experience Representative, you will be the first point of contact for incoming inquiries, ensuring a smooth client experience by assessing requests and routing them to the appropriate teams.ResponsibilitiesAnswer and respond to inquiries via phone and other contact methods within service standardsConsistently provide clear, concise information regarding all inquiriesRegularly assist other Client Care units or departments as necessary to address service concernsAssess and obtain appropriate approval/consideration as requiredReference procedures as requiredAttend all relevant training sessions as requiredContribute to the continuous improvement of business proceduresDocument call details in the system to support immediate call handling requirementsMaintain a broad understanding of Client Care operations and line of business structures to enable effective guidance without requiring deep technical expertiseSkillsPrevious experience in a phone-based customer service role is requiredExcellent verbal and written communication skillsExcellent analytical, problem-solving and negotiation skillsPC skills – working knowledge of MS office, typing proficiency, ability to learn other internal systemsExcellent listening skills to facilitate positive outcomes with inquiriesA natural desire to provide client service, with proven ability to go beyond service expectations for client retentionDemonstrate patience and empathy while maintaining professionalismStrong multi-tasking abilities and prioritization skills to ensure client's needs are met while maintaining published service standardsAbility to 'think on your feet' and deal with a multitude of demanding situationsQuick study with ability to retain and reference informationFluency in both French and English is an asset for this position, including the ability to speak, read, and write proficiently in both languagesBenefitsCareer Growth: Regular learning sessions and development opportunitiesTotal Rewards: Allowance provided in place of vacation pay and benefitsFlexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approachCompany OverviewAt Equitable, we believe in the power of together. This is how we focus on our clients. It's how we support advisors and give back to our communities. It was founded in 1920, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http://equitable.ca/.



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