Bilingual Intermediate Account Analyst

Aviva • Markham, ON

7d • 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 have a direct impact on both internal partners and customers. The position involves handling inbound calls, investigating and resolving billing discrepancies, and acting as a Company Ambassador.

Requirements

• Knowledge of French and English is required for verbal and written communication.
• 1-2 years of experience in a contact center environment, preferably within the insurance/banking industry.
• Ability to multi-task in a fast-paced setting.
• Quick to adapt to an evolving environment.
• Professional telephone and email skills and etiquette.
• Proficiency in word processing, Excel, and various web-based programs/Windows applications.
• Clear and concise supportive communication and interpersonal skills.
• Ability to analyze and resolve customer concerns (problem-solving skills).
• Attendance and punctuality are imperative.
• Flexibility to work in rotating shifts within the Call Centre hours (Monday-Friday 8 am-8 pm, Saturday 8:30 am-4:30 pm).
• Willingness to work in a hybrid model (3 days in office).

Responsibilities

• Handle approximately 30-40 inbound calls per day as a Call Centre Billing Representative.
• Provide excellent customer service to Licensed Insurance Advisors, Contact Centre staff, Insurance Branches, and Customers.
• Investigate and resolve discrepancies in collaboration with insurance partners and underwriters.
• Act as a Company Ambassador by supporting inbound billing inquiries.
• Communicate clearly, effectively, and empathetically with customers via telephone and email.
• Interpret customer needs and respond appropriately and professionally.
• Obtain relevant information systematically to provide a seamless customer interaction.
• Take ownership of customer relations through service and commitment to follow through.

Benefits

• Eligibility for annual bonus
• Retirement savings
• Share plan
• Health benefits
• Personal wellness programs
• Volunteer opportunities
• Professional development education support
• Competitive vacation package with the option to purchase 5 extra days off per year
• Corporate wellness programs

What This Job Offers

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