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.

Responsibilities

• Answer and respond to inquiries via phone and other contact methods within service standards
• Consistently provide clear, concise information regarding all inquiries
• Regularly assist other Client Care units or departments as necessary to address service concerns
• Assess and obtain appropriate approval/consideration as required
• Reference procedures as required
• Attend all relevant training sessions as required
• Contribute to the continuous improvement of business procedures
• Document call details in the system to support immediate call handling requirements
• Maintain a broad understanding of Client Care operations and line of business structures to enable effective guidance without requiring deep technical expertise

Skills

• Previous experience in a phone-based customer service role is required
• Excellent verbal and written communication skills
• Excellent analytical, problem-solving and negotiation skills
• PC skills – working knowledge of MS office, typing proficiency, ability to learn other internal systems
• Excellent listening skills to facilitate positive outcomes with inquiries
• A natural desire to provide client service, with proven ability to go beyond service expectations for client retention
• Demonstrate patience and empathy while maintaining professionalism
• Strong multi-tasking abilities and prioritization skills to ensure client's needs are met while maintaining published service standards
• Ability to 'think on your feet' and deal with a multitude of demanding situations
• Quick study with ability to retain and reference information
• Fluency in both French and English is an asset for this position, including the ability to speak, read, and write proficiently in both languages

Benefits

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Allowance provided in place of vacation pay and benefits
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

Company Overview