Client Onboarding & Relationship Specialist

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 seeking a Client Relationship Specialist – Implementation to join our Group Benefits team. As a key member of our Head Office Group Benefits team, you will play a critical role in delivering a best-in-class onboarding experience and serving as the face of Equitable during the implementation phase.In this role, you will be responsible for translating client Group Benefits requirements into Equitable’s internal systems and processes, ensuring accurate and timely plan installation from initial sale through implementation and into early stabilization. You will combine technical expertise, strong relationship management, and process discipline to deliver a seamless onboarding experience that builds client confidence and trust.
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:
Serve as the primary point of contact for Advisors and new clients throughout the onboarding and implementation processIngest client Group Benefits requirements and translate them into Equitable’s internal systems and processes for accurate plan installationGuide clients through plan setup, ensuring all documentation, enrollment data, and requirements are complete, accurate, and delivered within established timelinesManage the end-to-end implementation lifecycle, from initial sale through to successful plan installation and transition at go-liveDevelop and manage implementation timelines, track milestones, and proactively identify and mitigate risks or delaysCoordinate with internal teams (Underwriting, Group Benefits Administration, Claims, IT, and other operational partners) to ensure all components are aligned for successful installationPerform risk assessment and analysis related to plan design, setup requirements, and implementation exceptionsMake case-specific decisions on administrative and implementation exceptions within established guidelinesSupport and manage complex or non-standard group implementations, adapting approaches to meet unique client requirementsParticipate in finalist presentations with prospective clients, providing expertise on implementation timelines, onboarding requirements, and the end-to-end implementation process to support a successful transition to our Group Benefits plans. This role may require occasional travel to attend in person.Collaborate with Advisors, Group Account Executives (GAEs), and internal stakeholders to resolve implementation issues and ensure a coordinated onboarding experienceEnsure all documentation meets high standards of accuracy, completeness, and compliance to support efficient installationContribute to the development, standardization, and improvement of implementation processes, documentation, and checklistsMeet established implementation performance metrics, including turnaround times, quality standards, and reporting requirementsWhat you’ll bring:
3–5+ years of Group Benefits experience, including strong experience in implementation and onboardingSolid understanding of Group Benefits products, plan design, and installation processesDemonstrated ability to analyze complex requirements, assess risk, and make sound decisions within defined guidelinesStrong understanding of how Underwriting, Claims, Administration, and other group functions contribute to implementation outcomesExcellent organizational, time management, and problem-solving skills with the ability to manage multiple implementations in a fast-paced environmentHigh level of accuracy and attention to detail, particularly in documentation and data managementExceptional communication skills (verbal and written), with the ability to clearly guide clients and advisors through implementation processesStrong presentation and training skills, with the ability to deliver effective onboarding sessionsAbility to adapt to complex or non-standard implementations and shifting prioritiesProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ability to quickly learn new systemsKnowledge of provincial health plans and relevant federal/provincial legislation is an assetCertified Employee Benefit Specialist (CEBS/GBA) designation is an assetBilingual (English/French) is an asset
What’s in it for you:
Career Growth: Regular learning sessions and developmentopportunitiesTotal Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pensionmatchingTime Away: Competitive vacation plus one paid volunteer day each yearFlexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approachAt Equitable, 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
View email address on ca.hrm.tc
.
We’re happy to help.
Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.
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.
Reports To:
Manager, Client Experience
Department:
Group
Term:
Permanent Full-Time
Location:
British Columbia
#J-18808-Ljbffr