Bilingual Intermediate Account Analyst

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.   The Opportunity  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. What you'll do: 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 What you'll bring: 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: 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.   Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged. We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight. So, we’re passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.