Bilingual Intermediate Account Analyst

About the role

We are looking for a driven, positive, and customer-focused individual to join our Billing Team. This role is an excellent opportunity to be part of a collaborative, fast-paced environment where your communication skills, problem-solving abilities, and commitment to service excellence will have a direct impact on both internal partners and customers.

Responsibilities

• Call Centre Billing Representative, handling approximately 30-40 inbound calls per day
• Provide "brilliant" customer service to Licensed Insurance Advisors and other staff from both the Contact Centre, Insurance Branches and Customers
• Investigate and resolve discrepancies in a joint effort with our insurance partners and underwriters on billing related matters
• Act as Company Ambassador in supporting inbound billing inquiries
• Communicate clearly, effectively, and empathetically to customers both through telephony and electronic means via email resolving issues
• Interpret and identify the customer's needs and respond appropriately and professionally
• Obtain relevant information systematically to provide a seamless interaction with our customers when supporting their inquiry
• Take ownership of customer relations through service and commitment to follow through

Requirements

• Knowledge of French and English is required to communicate, both verbally and in writing, with our customers, partners and other Aviva teams located across Canada
• 1-2 years' experience in a contact center environment preferably within insurance/banking industry
• Ability to multi-task in a fast-paced setting
• Quick to adapt to an evolving surrounding
• Professional telephone/email skills and etiquette.
• Proficiency in word processing, excel and various web-based programs/Windows applications
• Clear and concise supportive communication and interpersonal skills
• Analyze and resolve customer concerns (problem solving skills)
• Attendance and punctuality are imperative
• Flexible to work in rotating shifts
• Hours of Operation
• Call Centre Hours are Monday-Friday 8 am-8 pm and Saturday 8:30am-4:30pm
• Shifts will fluctuate within these Call Centre hours
• Candidates must be flexible and reliable to work rotating shifts, including evening shifts to 8pm and Saturdays to 4:30pm
• Willingness to work in a hybrid model (3 days in office)
• What you'll get:
• The salary band for this position ranges from $45,000 to $55,000. 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 focused on gender, LGBTQ+, origins, diversity and inclusion
• Corporate wellness programs to support our employees' physical and mental health
• Hybrid flexible work model
• This job advertisement is for an existing vacancy which has been posted both internally & externally.
• Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

Benefits

Additional Information

Experience Aviva Together, we are Aviva. Our values - Care, Commitment, Community, and Confidence - guide how we show up for each other and for our customers. Individually, they're words. Together, they define who we are. At Aviva Canada , we put people first, our employees, our customers, and our communities. We're proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We're not just about insurance; we're about making a real difference by protecting what matters most.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Aviva? Share your experience