Client Relationship Specialist - West

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. 

We are looking for a Client Relationship Specialist to join our Group team! This role requires an in-depth knowledge of not only Equitable’s product catalogue but an expertise understanding of our competition’s product offerings; ensure accuracy and completeness of documents so internal teams can complete required tasks within published turn-around times; guarantee superior service that not only meets but exceeds client expectations and cultivates long term trust and satisfaction; support the Group Account Executives (GAE) in their management of advisor relationships by working closely with the advisor and their service teams; the Client Relationship Specialist (CRS) provides training and demos for the various Equitable platforms. (Plan Admin, Plan Member and Advisor sites, and mobile app) and works alongside the Group Service Representative to ensure responsive service standards are maintained.

Join one of the region’s top employers and be part of something that truly makes a difference. 
 

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.

 
What you’ll do:

• Work with head office teams on complex issues, to provide efficient problem resolution to advisors
• Regularly communicate with clients to address questions, mitigate any concerns, and provide updates on the onboarding process
• Work in partnership with internal teams (Underwriting, Group Benefits Administration, Claims, etc.) to ensure client questions are answered, and the client’s needs are communicated
• Conduct Plan Administrator (PA) training sessions to ensure understanding of administrative guidelines and PA portal functionality. Sessions may be held in person or virtual. Travel may be required
• Conduct Plan Member sessions to familiarize plan members with Equitable claims and administration platforms, as well as their new benefits plan
• Manage the implementation of plan amendments including the quotation aspects if required.  In all cases it includes coordinating all aspects of installation with both head office and the Plan Sponsor, negotiating dates and resolution within established guidelines
• Participate in finalist presentations
• Train advisor service teams on Equitable products, processes and systems
• Responding to inquiries from policyholders, certificate holders, advisors and head office staff on complex administrative or escalated claim situations

What you’ll bring:

• 3-5 years of Group benefits knowledge and experience; including solid knowledge of group products, risk assessment and pricing methodologies.
• Superior analytical, organizational, time-management, problem solving accuracy and decision-making skills.
• Excellent communication skills, including effective listening and the ability to communicate clearly both verbally and in writing.
• Exceptional presentation and training skills.
• Comprehensive understanding of group insurance and the ability to understand Equitable processes.  The Client Relationship Specialist needs to understand Equitable products and contracts along with the appropriate provincial health plans, and relevant federal / provincial legislation. The CRS needs to understand risk and needs a working knowledge of every group department and their impact on clients.
• Able to prioritize work in a fast-paced environment with tight deadlines and changing priorities.
• Requires flexibility to travel with a reliable vehicle.
• Solid understanding of Word, Excel, PowerPoint, Outlook, and an ability to learn and apply new system applications.
• Certified Employee Benefit Specialist (GBA) designation an asset

As part of the recruitment process candidates may be required to complete a job-related assessment

What’s in it for you:

• Career Growth: Regular learning sessions and development opportunities  
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching 
• Time Away: Competitive vacation plus one paid volunteer day each year 
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach 
  

We’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at [email protected]. We’re happy to help.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. This position is open and we are excited to find the right person to join our team. Your base pay will be based on your skills, qualifications, experience and education. 

At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction.

As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.

​​Reports To: Manager, Client Experience
Department: Group
Term: Permanent Full-Time
Location: Vancouver

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