Senior Client Care Representative - Bilingual

Equitable is committed to supporting our staff as they develop their knowledge and capabilities. We strive to offer challenging and broad opportunities to help you find a rewarding and fulfilling career within our organization. Consider our current opportunities today, including temporary contracts that may offer an opportunity for job rotations. Unlock your capabilities and join our team.

Position Title: Senior Client Care Representative - Bilingual

Reports To: Manager, Group Client Care Centre

Department: Group

Term: Temporary Full-Time, Eighteen (18) Month Rotation

Band: 2H

Schedule: Monday to Friday, 11:00 AM to 7:00 PM ET

Work Arrangements: You will work from your home office 100% of the time. You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis. Sales related roles may be required to travel based on the assignment.

The Opportunity: Equitable is looking to hire a Senior Client Care Representative to join our growing team! In this role, the chosen candidate will support our client service team daily while also resolving escalated client issues and providing training to new and existing staff. We’re looking for someone with a strong group insurance background and an outstanding eye towards process improvement.

What you will be doing:

• Provide daily support and on-going assistance to the client care team
• Provide training to new and existing staff; identify opportunities to enhance the training curriculum
• Resolve escalated client, internal partner, medical consultant and third-party issues
• Participate in strategic group benefit projects including developing and testing new products and system enhancements, User Acceptance Testing
• Perform monthly quality call audits for the client care team
• Stay up to date on changes to the claim’s adjudication process; support roll out of changes when necessary
• Provide back up support for the Manager, including managing work distribution and monitoring call ques
• Provide client service and support to internal and external clients
  
  

What you will bring:

• Candidates must be identified as a Level 4 Client Care Representative as part of Equitable’s Client Care Representative Tiers
• Candidates must be fully bilingual in English and French with demonstrated proficiency in reading, writing, and speaking both languages.
• Superior interpersonal, listening, communication and relationship building abilities
• Excellent working knowledge of group health and dental contracts and benefits
• Familiarity and exposure to specialty drugs
• Service focused, strong conflict resolution and negotiation skills
• Comfort solving complex problems independently
• Experience with training, including delivery, design and enhancing
• An eye towards continuous improvement opportunities
• Strong leadership skills
• Strong organization and prioritization skills
  
  

What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• We value open, honest communication between team members, challenging each other to continually improve
• Employee resource groups that support an inclusive work environment
• An onsite, full-service cafeteria with a variety of daily options
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)
  
  

This role is open due to an existing vacancy.

Please Note: Internal applicants will not be eligible until they have been in their present position for a minimum of six months (unless otherwise stated in their signed offer letter) or are within one month of their contract end date and have received a rating level 3 or better on their most recent Performance Appraisal.

Internal applicants are expected to discuss their interest in the posted position with their manager prior to submitting their application.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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