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
- At 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/.