Group Service Representative - West

Equitable

1d•CA$51,000 - CA$77,000•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. The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes. 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. Join one of the region’s top employers and be part of something that truly makes a difference.

Requirements

A dedication to providing an exceptional customer experience
Prior experience in a customer-facing role
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

Nice To Haves

Knowledge of group insurance products and government health plans would be an asset
Fluency in French is an asset

Responsibilities

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’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