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Bilingual Customer Analyst

5 months ago

Markham, 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 cross-training (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
- Trouble-shoot & identify root cause of technical issues where applicable
- Triage complex issues effectively for further investigation

What you'll bring
- Minimum 1-2 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
- Self-directed & 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