Client Relationship Specialist

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.

Position Title: Client Relationship Specialist

Reports To: Client Experience

Department: Group

Term: Permanent Full-Time

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. Service related roles may be required to travel based on the assignment.

The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect! 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 Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters!

What you will be doing:

• 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 will bring:

• 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.
• 3-5 years of Group benefits knowledge and experience; including solid knowledge of group products, risk assessment and pricing methodologies.
• Certified Employee Benefit Specialist (GBA) designation an asset.
  
  

What’s in it for you:

• A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day
• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• Generous vacation package with one volunteer day to give back to a charity of your choice
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy.

This position is available due to an existing vacancy.

We are dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at [email protected].