Bilingual Intermediate Account Analyst

Aviva; Markham; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading company in the insurance sector is seeking a Call Centre Billing Representative to join their team. The role involves handling inbound calls, providing exceptional customer service, and resolving billing issues. Candidates should be bilingual in French and possess experience in a contact center environment. This position offers a hybrid work model and a competitive rewards package, including career development opportunities.

Benefits

Compelling rewards package

Outstanding Career Development opportunities

Competitive vacation package

Corporate wellness programs

Hybrid flexible work model

Qualifications

• 1-2 years’ experience in a contact center environment, preferably in insurance/banking.
• Ability to multi-task in a fast-paced setting.
• Attendance and punctuality are imperative.

Responsibilities

• Handle approximately 30-40 inbound calls per day.
• Investigate and resolve billing discrepancies.
• Provide excellent customer service to various stakeholders.

Skills

Bilingual French

Problem Solving

Communication Skills

Interpersonal Skills

Professional Telephone Skills

Tools

Word Processing

Excel

Web-based Programs

Job description

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.