Customer Support Analyst

1 month ago

Edmonton, Canada Aviva Full time

We have a fantastic full-time opportunity in Central Operations for a Customer Support Analyst to help support the team by providing a variety of duties. You will be trained on branch systems, triage process workflow, and understanding of insurance principles, products, and terminology. In this critical role you will be responsible for the initial organization and timely distribution of incoming tasks & data entry type work. You will play an important role within our branch while directly impacting our customers’ experience.

What You’ll Do:
- Work within many systems completing incoming tasks from brokers & affiliated partners from across Canada- Understand what the brokers are asking & triage tasks according to guidelines & procedures- Complete simple tasks as per broker’s request- Answer live calls via a triage queue from brokers and assist with their simple requests- Reach out to the underwriting teams & brokers when additional information is required- Have a clear understanding of how the triage queues work & continue to move from queue to queue working on the oldest incoming tasks- Understand the impact on completing tasks within service standards

What You’ll Bring:
- Post-secondary or equivalent experience required and or- Completion of a related educational, diploma/degree/accreditation- 2 plus years of related experience in administrative and or support function- Insurance background would be ideal- Able to work within a fast-paced environment, and work well under pressure- Mindful of making deadlines, results-oriented- Ability to multitask- Quick study/learning curve- Ability and willingness to work with repetitive tasks and keep focused, with a good level of accuracy & speed- Excellent technical aptitude with web based and in-house systems and databases, good working knowledge of Microsoft office suite- Strong attention to detail, accuracy is a critical component for success in this role- Superior organization, time-management, and the ability to adapt in a dynamic priority changing environment- Strong ability to exercise good judgment in a variety of situations, with strong written and verbal communication, administrative, and organizational skills, and the ability to maintain a realistic balance among multiple priorities.- Need to be confident and comfortable to manage healthy level of autonomy- Vested interest in learning and building career in the general insurance space- Effective in a culture of teamwork, collaboration, and accountability; a person who encourages cooperation across the organization- Bilingualism (English and French) an asset

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.- Exceptional career development opportunities with diverse career paths, including the opportunity for leadership.- Our vacation package starts at 4 weeks- We support your professional development and your investment in academic studies.- Hybrid Working Model

Additional Information

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