Bilingual Intermediate Account Analyst

Aviva • Markham, ON

12d • Hybrid

About The Position

Aviva Canada is seeking a driven, positive, and customer-focused individual to join their Billing Team. This role offers an excellent opportunity to be part of a collaborative, fast-paced environment where communication skills, problem-solving abilities, and commitment to service excellence will directly impact both internal partners and customers. Aviva's values—Care, Commitment, Community, and Confidence—guide their interactions, fostering a culture built on care, inclusion, and collaboration where employee voices matter and growth is supported. The company focuses on making a real difference by protecting what matters most for its 19.5 million customers, striving to be an attractive choice for talented, entrepreneurial people with diverse backgrounds and expertise.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed