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.
At Aviva, we take pride in crafting an exceptionally encouraging and collaborative environment.
As a Customer Analyst, you will have a crucial role in aiding customers 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 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, insureds 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.
- 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:
- 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 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.
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