Customer Analyst

4 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 troubleshooting, assuring mínimal impact to productivity.

Come join our team

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- College or University Degree (Business Management/equivalent preferred)- Minimum 1-2 Years of customer contact center experience-
- Good typing skills- 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- Basic appreciation of broker operating environments, and that of insurance- Basic understanding of Underwriting principles- Intermediate technical skills on MS Office suite of products-
- Able to make sound judgments/decisions after thorough investigation- Can be resourceful when investigating and resolving issues- Ability to prioritize and multi-task several requests in a short period of time- Can adapt to the needs of different environments and people What you’ll get- Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.- Exceptional 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

Additional Information: Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.



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