Bilingual Customer Analyst

2 weeks ago


Markham, Ontario, Canada Aviva Full time
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.


The Customer Analyst (Level II) provides brokerages access support, "how to" advice, and in-depth technical support and trouble-shooting, assuring mínimal impact to productivity.

What you'll do

  • Deliver a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
  • Accountable to ensure ticket lifecycle does not exceed defined standard
  • Log requests, follow up on outstanding items, and provide instructions and status updates to users in a clear, professional manner (written and verbal)
  • Create/modify/remove system access as requested aligned to defined standard
  • Provides support on systems when called on by peers (junior)
  • Maintain knowledge of supporting systems, provide crosstraining (as needed)
  • Prioritize and manage multiple requests based on urgency/impact of request
  • Identify trends with brokers, taking the lead to work with BD team on training
  • Ability to effectively handle all Broker & customer requests end to end
  • Keep abreast of all Broker communication and changes in guidelines & technology
  • Ability to act as SME to represent the team on initiatives
  • Troubleshoot & identify root cause of technical issues where applicable
  • Triage complex issues effectively for further investigation
What you'll bring

  • Minimum 12 Years of customer contact center experience
  • Excellent communication in English and French
  • College or University Degree (Business Management/equivalent preferred)
  • Customer service oriented
  • Strong written and verbal communication skills
  • Excellent problem solving skills
  • Interpersonal & organizational skills
  • Selfdirected & adaptable
  • Typing at a medium to fast rate with accuracy
  • Good typing skills
What you'll get

  • Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
  • Our vacation package starts at 4 weeks + the opportunity to buy an extra week.
  • Exceptional Career Development opportunities.
  • We'll support your professional development education.
  • Hybrid working model.
Additional Information

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