Bilingual Intermediate Account Analyst

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.

We are looking for a driven, and positive, individual to join our Billing Team!

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:

• Bilingual French
  
  
• 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:

• 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.