Position Title:Customer Service Representative (Bilingual)
Reports To:Supervisor, Savings & Retirement Operations
Department: Savings & Retirement
Term: Permanent Full-Time
Schedule: Monday to Friday, 11:30AM EST - 7:30PM EST

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 for a Savings & Retirement Customer Service (Bilingual) Representative to join our team! We're looking for a dynamic individual with a proven history of providing exceptional Customer Service in a fast-paced inbound call center environment. The successful candidate will be responsible for handling Equitable advisor and policyholder inquiries through the online phone queue system.
If you are a skilled multi-tasker, enjoy problem-solving, and consider yourself a people person through and through, then consider a role on our S&R Contact Centre team.
This is a great opportunity to join an outstanding team and work for one of Waterloo Area's Top Employers for 2024!

What you will be doing:

• Respond to Policyholder and MGA / Advisor service inquiries and issues via phone and email, ensuring timely responses and follow-ups
• Handle basic transactions & email inquiries
• Consistently provide clear, concise information regarding all inquiries, such as status updates, financial transactions, policy values and details, product changes, policyholder mailings, corporate communications (financial statements) on current and past plans sold by the company
• Ensure appropriate documentation is completed in a timely basis for further processing or future handling
• Regularly assist as necessary to address service concerns, RRSP season volumes, etc.
• Remain current on all general aspects of Life and Annuity products and plan features, taxation, legislation

What you will bring:

• Excellent verbal and written communication skills in Englishand French
• Exceptional listening skills
• Excellent problem solving and negotiation skills
• A natural desire to provide Customer Service, with proven ability to go beyond service expectations for client retention
• Demonstrate patience and empathy while maintaining professionalism
• Ability to handle high stress levels and a fast-paced environment
• Strong knowledge of Savings & Retirement general operations and industry knowledge of accumulation and payout products and applicable legislation for registered and non-registered products
• 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
• Strong mathematical aptitude
• ACS designation or working towards
• Quick study with ability to retain and reference information
• Bilingual in English and French is required

What's in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• 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
• A company subsidized 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/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)
• Complete an assessment and/or testing

To learn more about Equitable, we encourage you to explore our organization.
At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca 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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