Customer Analyst

1 month 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 minimal impact to productivity.

Come join our team

What you'll do

Handle all telephone demand & email inquiries from brokerages, LIAs & internal partners for system access inquiries, support requests, and guidance inquiries

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

Proficient in relevant computer applications and call center systems

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

Basic knowledge of broker applications

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

Willing to take ownership, and take initiative during low call/email volumes

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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