Group Service Representative

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: Group Service Representative

Reports To: Manager, 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.

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 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:

• 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
  
  

What you will bring:

• First and foremost: a dedication to providing an exceptional customer experience
• Prior experience in a customer-facing role
• Knowledge of group insurance products and government health plans would be an asset
• 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
  
  

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].