Values

Superior Customer Service

Superior Service allows us to demonstrate significant market differentiation, to retain and grow business, to inspire pride in both individuals and the Equitable team. This is a true competitive advantage over which we do have control. Superior service means knowing who our customers are, understanding and anticipating their needs, and consistently exceeding their expectations, both internally and externally. Superior Service is accomplished by setting, communicating and committing to delivering meaningful, measurable company-wide coordinated service standards, both internally and externally.

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Knowledgeable People

Having well trained knowledgeable people ensures our capability to deliver our Superior Customer Service commitments, improve productivity, reduce base costs, and improve morale and motivation. It also allows for the attraction and retention of top talent. By knowledgeable people, we mean staff who demonstrate competency in all aspects of their jobs; who know how to and have the tools to do their jobs, who know why their jobs are important, and know how their job impacts the organization, customers, processes and people. The company will support and share responsibility for the career development of all employees.

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Collaboration

A working environment with a commitment to cooperation enables better delivery on our Business Plan including service standards commitments. Efficiencies are realized through increased synergies; internal knowledge is optimized and people know and understand how an action or decision affects others. By collaboration we mean demonstrating true teamwork both departmentally and cross functionally. Demonstrating respect for and consideration of others and their opinions, regardless of position within the organization; ensuring positive reinforcement and balanced feedback, from all perspectives and directions; focusing on the achievement of our common goals, creating true partnerships both internally and externally. Participating in and supporting team decisions, as well as respecting the expertise and talent of others, their priorities and their time commitments.

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Integrity

At Equitable, we deal with people's most personal issues - financial and personal health - and their expectations are that we do so in a professional, trusting environment. This allows us to earn repeat business and it inspires trust. Internally, upholding integrity in all that we do ensures that we are all working for our customers' best interests. Working with Integrity means operating with behaviours that are honest, ethical and trustworthy. It means we honour our commitments and fulfill our obligations, and demonstrate professionalism in demeanour and communications. We will act within legislative guidelines and compliance regulations and treat others with respect and diplomacy.

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Accountability

Taking ownership of responsibilities will improve responsiveness, service, productivity and morale, as well as increasing sense of self worth and contribution to the organization. Accountability is achieved by ensuring there is clarity, communication and acceptance of one's own role, including responsibility, authority and related accountability; by committing to taking ownership of commitments and deliverables; by defining and enforcing consequences of non-compliance, actively and appropriately delegating the accountability, responsibility and authority to others, while trusting and supporting their decisions and actions.

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Quality Communications

The achievement of our Vision and our Values is dependent upon the full cooperation of divisions, regions, departments and individuals. Effective communication ultimately contributes to profitability. We must deliver communication that is clear, concise and consistent. We must deliver communication that is regular, timely and meaningful. We must be open to sharing information as appropriate, display optimum listening skills, communicating through many forms, equally effectively. This includes electronically, over the telephone, in person and in writing.

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