Individual Wealth Administrator

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.

The Individual Wealth Administrator is responsible for the administration of new business and in-force transactions for Non-Registered, Registered Retirement Savings Plans, Tax-Free Savings Accounts and First Home Savings Accounts, acting as the initial intake point (indexing), and handling emails and inbound calls to our Client Care Centre. 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:

• Administer and follow processes for all products which include segregated funds, GIAs, and legacy products with different procedures for two of our main systems as it pertains to Non-Registered, Registered Retirement Savings Plans, Tax-Free Savings Accounts and First Home Savings Accounts.
• Issue new policies, rollovers, switches, additional deposits, beneficiary changes, title changes, surrenders and any other changes or transactions on new or existing client policies.
• Assess, process, and complete all administrative service requests from internal and external clients as it pertains to Individual Wealth products.
• Provide excellent client relationship and servicing of our advisors, MGAs, policyholders and/or wholesaler team through all channels (inbound and outbound email, phone, mail, fax, and following up on pending requests).
• Provide excellent customer service to internal and external clients through written and verbal contact using plain language and in a spirit of partnership.
• Reconcile simple accounts by verifying ledger entries; investigate discrepancies, and ability to make basic corrections.
• Accurately handle requests within same day or otherwise specified service standard times.
• Adherence to and participation in Gatekeeper rotation accountabilities – including but not limited to handling the Gatekeeper queue, indexing / printing items into OnBase, preparing journal entries, investigating and identifying incoming work received, handling mail.
• Participate in project work ranging from annual administrative projects (i.e. Verification of Annuity, Tax Free Savings Account discrepancy review, FATCA / CRS review, etc.) to key projects to support Individual Wealth department goals and objectives.
• Continued analysis of current procedures and identify / recommend procedural improvements, providing feedback and updates to procedures to ensure up to date information for processes.
• Participate in ongoing training and cross training functions to become proficient in all aspects of the role.
• Perform and record Root Cause Analysis (RCA) for errors found in quality audit.
• Adhere to daily entering of overtime and out of productivity measures.

What you’ll bring:

• Fluency in both French and English is required for this position, including the ability to speak, read, and write proficiently in both languages.
• Passion for delivering excellent client service.
• Commitment to detail and accuracy.
• Ability to prioritize and organize effectively to meet deadlines.
• Excellent verbal / written communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Prior experience or knowledge in Individual Wealth industry: Market Disruption, Market Timing, Frequent Trading and late Trading policy and procedures as it extends to same day processing, Industry products, regulatory requirements and/or taxation, compliance requirements for thorough transaction handling on all non-registered products for, anti-money laundering legislation, FATCA / CRS, politically exposed persons, etc.
• Excellent PC skills, intermediate Excel skills.
• University degree, College Diploma in Business or equivalent work experience.
• Must be comfortable to work overtime during peak times and making outbound calls and receiving inbound calls.

What’s in it for you:

• Career Growth: Regular learning sessions and development opportunities.
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching.
• Time Away: Competitive vacation plus one paid volunteer day each year.
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a "dress for your day" approach.

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 careers@equitable.ca. We’re happy to help. At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction. As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.