Client Care Experience Representative
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