Billing Account Analyst, Contact Center

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.

Come join our team!

What You’ll Do:

• Provide “first in class” service to our customers/brokers by supporting billing telephone inquiries in a professional, timely and courteous manner.
• Investigate and resolve discrepancies in a joint effort with our brokers and underwriters on billing related matters.
• Communicate clearly, effectively, and empathetically to customers both through telephony and electronic means via email resolving issues and ability to describe various programs/services available to our customers.
• Interpret and identify the customer’s needs and respond appropriately and professionally.
• Acquire relevant information systematically to provide a seamless interaction with our customers when supporting their inquiry.
• Take ownership of customer relations through service and dedication to follow through.

What You’ll Bring:

• Fluent in both French and English written and oral.
• Previous Customer Service experience – preferably in a call center environment.
• Ability to multi-task in a fast-paced space.
• Quick to adapt to an evolving surrounding.
• Professional telephone/email talent and etiquette.
• Proficiency in word processing, excel and various web-based programs/Windows applications.
• Clear and concise encouraging communication and interpersonal skills.
• Analyze and resolve customer concerns (problem solving skills).
• Attendance and punctuality are essential for this role.
• 1-2 years’ experience in a contact center environment.
• Excellent telephone manner and communication skills.
• Prior customer service experience in a similar role.

What you’ll get:

• The salary band for this position ranges from $38,800 to $72,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.
• 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 passionate about gender, LGBTQ+, origins, diversity and inclusion
• Corporate wellness programs to support our employees’ physical and mental health
• Hybrid flexible work model

Expectations: Contact Center Hours are Monday – Friday from 7:00 am – 5:00 pm.

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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