Why You'll Love This Opportunity
At Aviva, we take pride in crafting an exceptionally encouraging and collaborative environment.
Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.
As a Bilingual Customer Analyst, you will have a crucial role in aiding brokerages to access assistance, offering guidance, and providing in-depth technical support and troubleshooting. This is an opportunity for you to excel in a position that appreciates your bilingual proficiency and commitment to delivering excellent customer service.
Come join our team!
What You'll Do
Respond to all phone calls and emails from brokerages, LIAs, and internal collaborators regarding system access, support requests, and mentorship inquiries.
Deliver a high standard of customer service characterized by clear communication, integrity, timeliness, and accuracy of technical information.
Ensure that ticket lifecycles do not exceed defined standards.
Log requests, follow up on outstanding items, and communicate instructions and status updates to users in a clear, professional manner.
Build, modify, and remove system access as requested, closely adhering to defined standards.
Provide support on systems when called upon by peers, particularly junior members.
Maintain up-to-date knowledge of supporting systems and provide cross-training as needed.
Prioritize and manage multiple requests based on the urgency and impact of each request.
Identify trends with brokers and take the lead to work with the BD team on training initiatives.
What You'll Bring
College or University Degree, preferably in Business Management or a related field.
Minimum of 1-2 years of experience in a customer contact center.
Proficiency in relevant computer applications and call center systems.
Good typing skills at a medium to fast rate with accuracy.
Bilingual proficiency in French and English is preferred.
Strong customer service orientation.
Excellent written and verbal communication skills.
Outstanding problem-solving skills.
Strong interpersonal and organizational skills.
Self-directed and adaptable.
Basic understanding of broker operating environments and insurance principles.
Basic knowledge of Underwriting principles.
Ability to effectively handle all Broker & customer requests from start to finish.
Ability to keep abreast of all Broker communication and changes in guidelines and technology.
Capability to act as an SME (Subject Matter Expert) to represent the team on initiatives.
Ability to troubleshoot and identify the root cause of technical issues.
Efficiently prioritize complex issues for further investigation.
What You’ll Get
The salary band for this position ranges from $45,600 - $84,600. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.
Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
Outstanding Career Development opportunities.
We’ll support your professional development education.
Competitive vacation package with the option to purchase 5 extra days off per year
Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion
Corporate wellness programs to support our employees’ physical and mental health
Hybrid flexible work model
**Please note that this is a 6 month contract position.
Please note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted both internally & externally.
Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.