Bilingual Intermediate Account Analyst

Aviva; Markham; On-site; CAD 30,000 - 60,000; Full time

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.