At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact—for our clients, our communities, and each other.
Position Title: Group Long Term Disability Claims Specialist
Reports To: Manager, Life & Disability Claims
Department: Group Insurance
Term: Permanent Full-Time
Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.
The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect. If you love helping people and have a passion for delivering exceptional client service, you’d be a great fit for our team. That’s because at Equitable, we believe in providing personalized service and support to our plan sponsors and plan members. Our plan sponsors rely on us to deliver creative solutions as we help their staff in their recovery and return to work from an injury or illness. If you have experience in disability adjudication or in a related disability or mental health profession and you want to have a positive impact on the lives of our plan members, we want you to join our company. We’re looking for a polished communicator and decision maker who can develop creative solutions to complex problems, someone who is empathetic and has a natural service orientation, who is a collaborator that can work with others towards a common goal. Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.
What you will be doing:
Analyze medical, functional, employment and contractual Information in order to make timely and accurate decisions on Long Term Disability (LTD) claims
Continually manage open LTD claims using problem solving and analytical skills, creating opportunities for timely resolution of the claim
Calculate benefits payable and make adjustments as required throughout the course of the LTD claims. (i.e. offset for rehabilitation earnings and CPP Disability Benefits and calculating overpayments, etc.)
Identify and implement cost effective case management tools to assist disabled employees (e.g. Rehabilitation Intervention, Functional Abilities Evaluations, Independent Medical Examinations, Medical Consultant Referrals)
Provide superior written and verbal customer service with accuracy and maintain well-documented, clear and concise files
Frequently communicate with plan sponsors, plan members, advisors, medical professionals, and legal professionals
Actively participate in client meetings
Professionally communicate with and show empathy to our clients over the phone and email (many are going through extremely difficult periods of their lives and communications may be emotionally charged)
Utilize key problem-solving skills to make tough decisions on claims, clearly communicating these decisions with the client in a way that is easy to understand
Showcase conflict resolution skills to de-escalate situations with unsatisfied clients
What you will bring:
Proficient English, spoken and written, is required
2+ years’ STD and/or LTD claims management experience
University degree or College Diploma preferred in health-related or disability management field (i.e. nursing, occupational therapy, kinesiology, psychology, social services, occupational health etc.) or experience adjudicating disability claims
Thorough knowledge of insurance operations
Passion for problem-solving and thorough knowledge of insurance operations
Complex knowledge of various group contracts would be helpful
Computer literacy skills
Effective negotiating and conflict management skills
Excellent interpersonal and strong client service skills
Mathematical and analytical skills
Demonstrated conflict management and professional de-escalation skills
Deep-rooted personal boundaries and time management, with the ability to balance various priorities coming in at once
Ability to break down difficult to understand concepts/decisions and explain in a way that is easy to understand for the client
Proven ability to succeed in a dynamic environment with changing priorities
Bilingual written and spoken, English/ French, would be an asset
What’s in it for you:
A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day.
A healthy work-life balance with employee wellness top of mind
Annual bonus program, annual vacation allowance, and company-paid benefits program
Generous vacation package with one volunteer day to give back to a charity of your choice
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
An onsite full-service 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
How do I apply?
Select Apply Now at the bottom of the page and apply to the role through our careersite.
Complete your PLUM profile HERE and complete the Plum Discovery Survey. (Please note that priority will be given to applicants who complete the survey)
As part of the recruitment/offer process you will be required to:
Provide two professional references (minimum one supervisor and above)
This position is available due to an existing vacancy.
We are dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.
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