Client Relationship Specialist - Implementation

Equitable

1d•CA$55,000 - CA$82,000•Remote

About The Position

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other. We are seeking a Client Relationship Specialist – Implementation to join our Group Benefits team. As a key member of our Head Office Group Benefits team, you will play a critical role in delivering a best-in-class onboarding experience and serving as the face of Equitable during the implementation phase. In this role, you will be responsible for translating client Group Benefits requirements into Equitable’s internal systems and processes, ensuring accurate and timely plan installation from initial sale through implementation and into early stabilization. You will combine technical expertise, strong relationship management, and process discipline to deliver a seamless onboarding experience that builds client confidence and trust. Join one of the region’s top employers and be part of something that truly makes a difference.

Requirements

3–5+ years of Group Benefits experience, including strong experience in implementation and onboarding
Solid understanding of Group Benefits products, plan design, and installation processes
Demonstrated ability to analyze complex requirements, assess risk, and make sound decisions within defined guidelines
Strong understanding of how Underwriting, Claims, Administration, and other group functions contribute to implementation outcomes
Excellent organizational, time management, and problem-solving skills with the ability to manage multiple implementations in a fast-paced environment
High level of accuracy and attention to detail, particularly in documentation and data management
Exceptional communication skills (verbal and written), with the ability to clearly guide clients and advisors through implementation processes
Strong presentation and training skills, with the ability to deliver effective onboarding sessions
Ability to adapt to complex or non-standard implementations and shifting priorities
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ability to quickly learn new systems

Nice To Haves

Knowledge of provincial health plans and relevant federal/provincial legislation is an asset
Certified Employee Benefit Specialist (CEBS/GBA) designation is an asset
Bilingual (English/French) is an asset

Responsibilities

Serve as the primary point of contact for Advisors and new clients throughout the onboarding and implementation process
Ingest client Group Benefits requirements and translate them into Equitable’s internal systems and processes for accurate plan installation
Guide clients through plan setup, ensuring all documentation, enrollment data, and requirements are complete, accurate, and delivered within established timelines
Manage the end-to-end implementation lifecycle, from initial sale through to successful plan installation and transition at go-live
Develop and manage implementation timelines, track milestones, and proactively identify and mitigate risks or delays
Coordinate with internal teams (Underwriting, Group Benefits Administration, Claims, IT, and other operational partners) to ensure all components are aligned for successful installation
Perform risk assessment and analysis related to plan design, setup requirements, and implementation exceptions
Make case-specific decisions on administrative and implementation exceptions within established guidelines
Support and manage complex or non-standard group implementations, adapting approaches to meet unique client requirements
Deliver Plan Administrator and Plan Member training sessions, including system demonstrations, to ensure readiness for plan launch
Collaborate with Advisors, Group Account Executives (GAEs), and internal stakeholders to resolve implementation issues and ensure a coordinated onboarding experience
Ensure all documentation meets high standards of accuracy, completeness, and compliance to support efficient installation
Contribute to the development, standardization, and improvement of implementation processes, documentation, and checklists
Meet established implementation performance metrics, including turnaround times, quality standards, and reporting requirements