Claims Support Specialist

Aviva plc; Oakville; Hybrid; CAD 50,000 - 57,000; Full time

Benefits offered by this job

Hybrid flexible work model

Career development opportunities

Professional development support

Generous vacation policy (+5 days)

Diversity & inclusion programs

Wellness programs

Annual bonus eligibility

Health benefits

Retirement savings / Share plan

Job summary

Aviva Canada is seeking a Claims Support Specialist to join our National Support Team. You'll be the first point of contact, delivering outstanding service and supporting claims investigations and triage.

This role involves collaborating with claims professionals across Canada to ensure timely, accurate processing and customer satisfaction. The position offers a hybrid work model, ongoing career development, and a rewards package including retirement savings and health benefits.

Qualifications

• 2+ years of administrative, customer service, claims support, or insurance industry experience preferred.
• Proven ability to handle customer inquiries in a service-focused environment.
• Strong attention to detail with excellent written and verbal communication skills.
• Excellent organizational, analytical, prioritization, and decision-making skills.
• Ability to work independently with minimal supervision while collaborating with a national team.
• Adaptability to changing priorities and workload.
• Ability to work under pressure and meet deadlines.
• Proactive in identifying opportunities for improvement with a solution-focused mindset.
• Commitment to customer focus while balancing business needs and risk.
• Sound judgment when triaging claims, referrals, and inquiries.
• Experience with Guidewire is an asset.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, Teams).
• Systems agility to learn and navigate multiple claims/workflow systems.
• Understanding of confidentiality, privacy, and regulatory compliance.

Responsibilities

• Serve customers through effective claims management, inquiries, and triage with timely, accurate, empathetic service.
• Assist Claims Specialists with investigations, referrals, and evolving operational needs.
• Identify and eliminate inefficiencies, contributing to continuous improvement initiatives.
• Identify, mitigate, and escalate risks to protect the business and customers.
• Ensure claim information is documented in accordance with procedures and regulatory standards.
• Set up, assess, and assign claims across departments and national units.
• Monitor referrals from regional queues to support service level commitments.
• Apply sound judgment to assign claims based on capabilities and requirements.
• Communicate professionally with customers and stakeholders on inquiries and statuses.
• Apply policies and training to support the claims process.
• Ensure accuracy and integrity of records and documentation.
• Collaborate with the Claims team across Canada, including catastrophe response support.
• Identify high-risk situations and escalate as per procedures.
• Participate in process improvements and workflow efficiencies.
• Provide administrative support to other Claims departments as needed.
• Meet service, productivity, quality, and customer experience standards.

Skills

Administrative support

Customer service

Claims support

Insurance industry

Guidewire (asset)

Microsoft Office

Systems agility

Attention to detail

Independence

Teamwork

Adaptability

Time management

Decision making

Privacy/compliance

Tools

Guidewire

Microsoft Office

Job description

Experience 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. At Aviva Canada, we put people first, our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most.

Join Our Team as a Claims Support Specialist!

Are you passionate about delivering outstanding customer service? We have an exciting opportunity for a Claims Support Specialist to join our National Support Team. In this role, you'll be the first point of contact, striving to meet our customers' needs while providing excellent service. As a key member of our Support team, you'll play a pivotal role in supporting both our customers and our business. This position forms the foundation for Claims, ensuring that Aviva's values remain at the core of our claims triage approach. We're looking for candidates with a strong customer focus and a background in claims. Flexibility is important, as you'll need to be comfortable working both independently and as part of a wider team. Are you ready to take on this exciting role and make a difference in our team?

What you’ll do

• Customer Focus: Serve our customers through effective claims management, phone inquiries, and triage while delivering timely, accurate, and empathetic service.
• Support our Claims Specialists: Assist with investigations, referral management, and evolving operational needs to support efficient claims handling.
• Enhance the Customer Journey: Identify and eliminate inefficiencies, complexity, and failure demand while contributing to continuous improvement initiatives.
• Risk Management: Identify, mitigate, and appropriately escalates risks to protect both the business and our customers.
• Quality & Compliance: Ensure claim information is accurately documented and processed in accordance with company procedures, privacy requirements, and regulatory standards.
• Claims Management: Set up, assess, and assign claims across departments and national business units to ensure timely and appropriate handling.
• Referral Monitoring: Monitor, prioritize, and triage referrals from regional claims queues and mailboxes to support service level commitments and customer expectations.
• Business Understanding: Apply sound judgment to ensure claims are assigned appropriately based on business capabilities, expertise, and operational requirements.
• Stakeholder Communication: Communicate professionally with customers and key stakeholders, including brokers, legal representatives, vendors, and internal business partners regarding claim inquiries, referrals, and status updates.
• Technical Application: Apply operational policies, procedures, and technical knowledge gained through job experience or specialized training to support the claims process.
• Quality Assurance: Ensure accuracy, completeness, and integrity of claim information, documentation, and system records.
• Collaborative Environment: Thrive in a fast-paced setting, working with team members across Canada.
• Collaborate closely with the Claims team to provide essential support during catastrophe events, ensuring customers receive timely assistance during challenging situations.
• Risk & Escalation Management: Identify and escalated complex, urgent, or high-risk situations in accordance with established procedures and guidelines.
• Continuous Improvement: Participate in continuous improvement initiatives by identifying workflow efficiencies and recommending process enhancements.
• Administrative Support: Perform additional administrative tasks and provide support to other Claims departments as required.
• Performance Management: Consistently meet established service, productivity, quality, and customer experience standards.

What you’ll bring

• Experience: 2+ years of administrative, customer service, claims support, or insurance industry experience preferred.
• Customer Service: Demonstrated experience handling customer inquiries in a service-focused environment with a commitment to delivering positive customer outcomes.
• Attention to Detail: Strong attention to detail with excellent written and verbal communication skills.
• Organizational Skills: Strong organizational, analytical, prioritization, and decision-making skills.
• Independence and Teamwork: Ability to work independently with minimal supervision while collaborating effectively as part of a national team.
• Adaptability: Ability to adapt to changing priorities and transition seamlessly between tasks in a dynamic environment.
• Pressure Handling: Ability to work under pressure, manage competing priorities, and consistently meet deadlines.
• Proactive Improvement: Demonstrated initiative in identifying opportunities for improvement with a positive, solution-focused mindset.
• Customer Focus: Strong commitment to doing the right thing for customers while balancing business needs and risk considerations.
• Decision Making: Ability to exercise sound judgment when triaging claims, referrals, and customer inquiries.
• Technical Skills: Experience with Guidewire is an asset.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, and Teams) is required.
• Systems Agility: Ability to learn, navigate, and effectively utilize multiple claims and workflow management systems.
• Compliance Awareness: Understanding of the importance of maintaining confidentiality, privacy, and regulatory compliance when handling customer information.

What you’ll get

• The salary band for this position ranges from $50,000 to $57,000. 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.
• Hybrid flexible work model.
• 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.

This job advertisement is for an existing vacancy which has been posted both internally & externally.

Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment.

If you require accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.

We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight. So, we’re passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers. #LI-MP1 #LI-Hybrid