Role Description We are seeking a detail-oriented and empathetic Virtual Assistant to serve as the first point of contact for inbound patient calls on behalf of our care management team. The majority of callers will be patients who are returning a missed call from one of our care managers. Your role is to warmly receive those calls, identify the patient, and triage them back to their assigned care manager — either by taking a detailed message or facilitating a live transfer when the care manager is available. This is a non-clinical administrative role; you will not provide medical advice. This role sits at the intersection of patient communication, clinical support operations, and technology — making it ideal for someone who is compassionate, tech-savvy, and thrives in a fast-paced healthcare environment. - Answer inbound patient calls in a professional, warm, and HIPAA-compliant manner - Identify the returning patient and confirm which care manager attempted to reach them - Triage calls by taking a detailed message OR facilitating a live transfer to the assigned care manager if available - Log all call activity and patient notes accurately into the Colure Health / Mozaiq Care+ platform - Communicate with patients in plain, clear language — avoiding clinical jargon — with sensitivity to Medicare-aged adults - Coordinate with care managers and clinical staff via internal messaging to ensure timely follow-up - Flag any urgent patient concerns to the appropriate care manager immediately - Maintain strict confidentiality and adhere to all HIPAA privacy and security requirements - Support general administrative call center functions as needed Qualifications - Fluent in English (spoken and written) — clear, professional phone communication is essential - Tech-savvy with comfort using web-based software platforms and ability to learn new systems quickly - Ability to accurately input and retrieve patient data in a CRM or care management platform - Strong attention to detail when capturing patient names, call-back numbers, and message content - Reliable high-speed internet and a quiet, distraction-free home office environment - Professional demeanor with ability to remain calm and empathetic with all patient callers - Available Monday–Friday, 9:00 AM – 5:00 PM Eastern Time (ET) without interruption Requirements - Bilingual in Spanish and English — strongly preferred - Prior experience in a healthcare call center, patient services, or medical administrative role - Familiarity with care management programs (CCM, RPM, BHI) or Medicare/Medicaid patient populations - Experience with Supabase, Zoho, or similar cloud-based healthcare platforms Technology Requirements - High-speed broadband (minimum 25 Mbps download/upload) - Windows 10+ or macOS with modern browser (Chrome preferred) - Noise-canceling headset with microphone for clear call quality - Colure Health / Mozaiq Care+ platform (training provided) - Familiarity with Slack, Zoom, or similar collaboration tools Benefits - Fully remote role — work from anywhere with a stable internet connection - Meaningful work supporting Medicare and Medicaid patients managing chronic conditions - Collaborative, mission-driven team environment with a culture of care - Full training provided on the Mozaiq Care+ platform and care management workflows - Competitive compensation commensurate with experience

Role Description 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. Client experience is at the core of Equitable’s strategy, and the onboarding journey sets the foundation for lasting advisor and client relationships. As an Advanced Markets, Case Manager, you’ll deliver a proactive, white‑glove experience for High‑Net‑Worth advisors and clients, managing complex, high‑value life insurance cases from application to placement. In this external‑facing role, you’ll act as the primary strategic partner for HNW advisors, navigating sophisticated cases, resolving escalations, and collaborating closely with underwriting, risk, compliance, pricing, and distribution teams. Your technical expertise and relationship‑driven approach will directly influence placement and revenue outcomes for large ($5M+) and jumbo ($10M+) cases while advancing Equitable’s differentiated new‑business service strategy. 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: - Act as the primary strategic partner for High‑Net‑Worth (HNW) advisors and wholesalers, delivering expert guidance and a proactive, white‑glove experience on complex, high‑value cases. - Lead end‑to‑end ownership of large‑face‑amount cases, managing onboarding from application through policy issue and settlement. - Exercise independent judgment to re-prioritize case volumes based on business impact, case complexity, and placement deadlines, overriding standard handling instructions when necessary to secure high-value business. - Serve as the key liaison between external partners and internal Underwriting, Risk, Legal, and Operations teams to ensure alignment, transparency, and timely outcomes. - Review and analyze complex financial and medical information, developing alternative strategies that advance cases while maintaining risk and regulatory standards. - Independently prioritize and manage cases based on business impact, complexity, and placement deadlines to secure high‑value opportunities. - Maintain disciplined workflow balancing: - Processing time (reviewing documents, updating systems, managing requirements) - Phone time (advisor calls, underwriting discussions, vendor coordination) - Strategic time (planning, prioritizing, and anticipating case needs) - Resolve escalations and negotiate case solutions, balancing advisor expectations with corporate governance requirements. - Translate complex underwriting, tax, and legal requirements into clear, actionable guidance that drives case progression. - Proactively manage follow‑ups, documentation, and communication to ensure audit readiness and accountability across all stakeholders. - Use workflow tools and performance data to manage deadlines, track progress, and achieve placement and revenue targets. - Identify and lead process improvements to enhance speed‑to‑issue, service quality, and competitiveness in the Advanced Markets segment. Qualifications - 3–5+ years of experience in life insurance new business, underwriting support, or case management (large‑case experience strongly preferred). - Strong understanding of life insurance products, underwriting processes, and financial documentation requirements. - Require deep understanding of advanced underwriting scenarios, complex financial risk or wealth planning strategies. - Proficiency with tax structuring and or estate planning concepts. - Exceptional communication skills, both verbal and written, additional languages preferred. - Ability to manage multiple complex cases simultaneously while maintaining accuracy and service quality. - High level of discretion, professionalism, and client‑service orientation. - Proficiency with new business processing systems, workflow tools, and CRM platforms. Benefits - 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. Company Description At 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 careers@equitable.ca, 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.

• You’ll be the frontline voice of the brand across social, helping customers in real time while keeping responses human, clear, and platform-native • Responding to public comments with strong judgment, context awareness, and the right brand tone • Managing direct messages (DMs) and private support conversations end-to-end • Using a CRM to review customer history, track cases, and document outcomes clearly • Supporting common customer service needs including: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style conversations (when appropriate), Access, download, install, or “it’s not working” troubleshooting • Providing basic product guidance and technical triage, escalating when needed • Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending • Following established escalation paths for high-risk issues, sensitive topics, and VIP situations • Contributing to consistent quality across shifts (tone, accuracy, decision-making)

• Own CX systems metrics and reporting — design, maintain, and evolve dashboards that track key performance metrics (routing accuracy, system uptime, tool utilization) and translate data into clear operational recommendations for CX leadership • Lead AI adoption across the CX team — measuring impact rigorously; drive agent adoption through enablement and change management • Configure and optimize the voice/telephony platform — own IVR design, intelligent call routing, queue management, and voice bot scripting; ensure routing logic reflects current business priorities • Partner with Engineering, IT, Product, and BPO teams to translate CX business requirements into scalable technical configurations • Manage end-to-end technical programs — from scoping and vendor alignment through deployment and post-launch measurement • Proactively identify system, analytics, and process gaps; build the business case and drive improvements from idea to production • Represent the CX team in cross-functional initiatives and be the go-to expert on CX data, AI tooling, and voice systems