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.

At Aviva, we take pride in crafting an exceptionally encouraging and collaborative environment.

As a Customer Analyst, you will have a crucial role in aiding customers to access assistance, offering guidance, and providing in-depth technical support and troubleshooting. This is an opportunity for you to excel in a position that appreciates your proficiency and commitment to delivering excellent customer service.

Come join our team!

What You'll Do:

• Respond to all phone calls and emails from brokerages, LIAs, insureds and internal collaborators regarding system access, support requests, and mentorship inquiries.
• Deliver a high standard of customer service characterized by clear communication, integrity, timeliness, and accuracy of technical information.
• Ensure that ticket lifecycles do not exceed defined standards.
• Log requests, follow up on outstanding items, and communicate instructions and status updates to users in a clear, professional manner.
• Build, modify, and remove system access as requested, closely adhering to defined standards.
• Provide support on systems when called upon by peers, particularly junior members.
• Maintain up-to-date knowledge of supporting systems and provide cross-training as needed.
• Prioritize and manage multiple requests based on the urgency and impact of each request.
• Identify trends with brokers and take the lead to work with the BD team on training initiatives.

What You'll Bring:

• College or University Degree, preferably in Business Management or a related field.
• Minimum of 1-2 years of experience in a customer contact center.
• Proficiency in relevant computer applications and call center systems.
• Good typing skills at a medium to fast rate with accuracy.
• Strong customer service orientation.
• Excellent written and verbal communication skills.
• Outstanding problem-solving skills.
• Strong interpersonal and organizational skills.
• Self-directed and adaptable.
• Basic understanding of broker operating environments and insurance principles.
• Basic knowledge of Underwriting principles.
• Ability to effectively handle all Broker & customer requests from start to finish.
• Ability to keep abreast of all Broker communication and changes in guidelines and technology.
• Capability to act as an SME (Subject Matter Expert) to represent the team on initiatives.
• Ability to troubleshoot and identify the root cause of technical issues.
• Efficiently prioritize complex issues for further investigation.

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.
• Outstanding 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

Please note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted both internally & externally.

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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