Support Analyst, Ajusto program

Desjardins • Mississauga, ON

9d • Onsite

About The Position

As a Support Analyst for the Ajusto program in the Omnichannel Strategy and Client Experience Department of the Omnichannel Member/Client Journeys Division, part of the Property and Casualty Insurance Executive Division, your role is to oversee the Ajusto discount and make sure it’s applied accurately and fairly, in order to protect the client experience associated with this rate adjustment. You’ll operate at the intersection of transactions, data and product, analyzing client cases, determining the corrections required and helping prevent similar issues from recurring. This an interactive, cross-sector and high-client-impact position. You’ll handle real-life cases and work with on-the-ground teams, while harmonizing an overall vision to improve practices and processes. This role is key to protecting the client experience, supporting on-the-ground teams, strengthening the credibility of the Ajusto program, and reducing the program’s operational debt.

Requirements

• College diploma in a related field
• A minimum of two years of relevant experience
• Knowledge of French is required for positions in Quebec
• Knowledge of the Ajusto program
• Knowledge of the PCS and Wizard business systems
• Knowledge of auto insurance
• Knowledge of the CMT portal
• Action oriented
• Customer Focus
• Decision quality
• Differences
• Nimble learning
• Situational adaptability

Nice To Haves

• Other combinations of qualifications and relevant experience may be considered

Responsibilities

• Analyze client cases by cross-referencing several data points (auto policy, mobile app account, Ajusto portal) and assessing whether a correction is required.
• Document the analysis and support the Client Relations and Technical Support teams in resolving cases by sending a clear diagnosis and a recommended solution.
• Identify recurring issues from client cases and work with BI teams to assess the scope of a situation and identify potentially affected clients.
• Help write and update procedures to prevent future data errors and reduce the Ajusto program’s operational debt.
• Make sure responses to clients are consistent.
• Collaborate with several teams (Client Relations, Performance, Operations, Complaints) and help align practices and understanding of the Ajusto discount.
• Maintain and update the Ajusto exception procedures and ensure decisions are consistent, fair and in line with the spirit of the program.
• Support the Legal Department in preparing data related to client requests or complaints.
• Stay in tune with members and clients by reviewing their comments and staying informed about agent feedback.

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree