Customer Analyst

at  Aviva

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.
The Customer Analyst (Level II) provides brokerages access support, “how to” advice, and in-depth technical support and troubleshooting, assuring minimal impact to productivity.
Come join our team!

What you’ll do

• Handle all telephone demand & email inquiries from brokerages, LIAs & internal partners for system access inquiries, support requests, and guidance inquiries
• Deliver a high standard of customer service based on communication, professionalism, timeliness, and accuracy of technical information provided
• Accountable to ensure ticket lifecycle does not exceed defined standard
• Log requests, follow up on outstanding items, and provide instructions and status updates to users in a clear, professional manner (written and verbal)
• Create/modify/remove system access as requested – aligned to defined standard
• Provides support on systems when called on by peers (junior)
• Maintain knowledge of supporting systems, provide cross-training (as needed)
• Prioritize and manage multiple requests based on urgency/impact of request
• Identify trends with brokers, taking the lead to work with BD team on training
• Ability to effectively handle all Broker & customer requests end to end
• Keep abreast of all Broker communication and changes in guidelines & technology
• Ability to act as SME to represent the team on initiatives
• Trouble-shoot & identify root cause of technical issues where applicable
• Triage complex issues effectively for further investigation

What you’ll bring

• College or University Degree (Business Management/equivalent preferred)
• Minimum 1-2 Years of customer contact center experience
• Proficient in relevant computer applications and call center systems
• Good typing skills
• Customer service oriented
• Strong written and verbal communication skills
• Excellent problem solving skills
• Interpersonal & organizational skills
• Self-directed & adaptable
• Typing at a medium to fast rate with accuracy
• Basic appreciation of broker operating environments, and that of insurance
• Basic understanding of Underwriting principles
• Intermediate technical skills on MS Office suite of products
• Basic knowledge of broker applications
• Able to make sound judgments/decisions after thorough investigation
• Can be resourceful when investigating and resolving issues
• Ability to prioritize and multi-task several requests in a short period of time
• Can adapt to the needs of different environments and people
• Willing to take ownership, and take initiative during low call/email volumes

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.
• Exceptional 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

Additional Information: 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.

• Handle all telephone demand & email inquiries from brokerages, LIAs & internal partners for system access inquiries, support requests, and guidance inquiries
• Deliver a high standard of customer service based on communication, professionalism, timeliness, and accuracy of technical information provided
• Accountable to ensure ticket lifecycle does not exceed defined standard
• Log requests, follow up on outstanding items, and provide instructions and status updates to users in a clear, professional manner (written and verbal)
• Create/modify/remove system access as requested – aligned to defined standard
• Provides support on systems when called on by peers (junior)
• Maintain knowledge of supporting systems, provide cross-training (as needed)
• Prioritize and manage multiple requests based on urgency/impact of request
• Identify trends with brokers, taking the lead to work with BD team on training
• Ability to effectively handle all Broker & customer requests end to end
• Keep abreast of all Broker communication and changes in guidelines & technology
• Ability to act as SME to represent the team on initiatives
• Trouble-shoot & identify root cause of technical issues where applicable
• Triage complex issues effectively for further investigatio