Bilingual Intermediate Account Analyst

We are looking for a driven, positive, and customer-focused individual to join our Billing Team. This role is an excellent opportunity to be part of a collaborative, fast-paced environment where your communication skills, problem-solving abilities, and commitment to service excellence will have a direct impact on both internal partners and customers.

What you'll do:

• Call Centre Billing Representative, handling approximately 30-40 inbound calls per day

• Provide "brilliant" customer service to Licensed Insurance Advisors and other staff from both the Contact Centre, Insurance Branches and Customers

• Investigate and resolve discrepancies in a joint effort with our insurance partners and underwriters on billing related matters

• Act as Company Ambassador in supporting inbound billing inquiries

• Communicate clearly, effectively, and empathetically to customers both through telephony and electronic means via email resolving issues

• Interpret and identify the customer’s needs and respond appropriately and professionally

• Obtain relevant information systematically to provide a seamless interaction with our customers when supporting their inquiry

• Take ownership of customer relations through service and commitment to follow through

What you'll bring:

• Knowledge of French and English is required to communicate, both verbally and in writing, with our customers, partners and other Aviva teams located across Canada

• 1-2 years’ experience in a contact center environment preferably within insurance/banking industry

• Ability to multi-task in a fast-paced setting

• Quick to adapt to an evolving surrounding

• Professional telephone/email skills and etiquette.

• Proficiency in word processing, excel and various web-based programs/Windows applications

• Clear and concise supportive communication and interpersonal skills

• Analyze and resolve customer concerns (problem solving skills)

• Attendance and punctuality are imperative

• Flexible to work in rotating shifts

Hours of Operation

• Call Centre Hours are Monday-Friday 8 am-8 pm and Saturday 8:30am-4:30pm

• Shifts will fluctuate within these Call Centre hours

• Candidates must be flexible and reliable to work rotating shifts, including evening shifts to 8pm and Saturdays to 4:30pm

• Willingness to work in a hybrid model (3 days in office)

What you’ll get:

• The salary band for this position ranges from $45,000 to $55,000. 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