Senior Customer Care Operations Specialist - Property Claims

Experience Aviva

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 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

Our Property Claims team is on the hunt for a Senior Customer Care Operations Specialist – empathic, motivated and customer focused individuals. If you enjoy working in a fast-paced environment, have the passion to help people and the desire to grow professionally, we would love to hear from you!

As a Customer Care Operations Specialist, you will be our customer’s point of contact when they need us most. Providing exceptional customer service, you will be educating them through the claims process, conducting investigations, working to resolve customer pain points and making the decision on the best course of action.

To meet our customer’s needs, you must be available to work on a rotating shift schedule during the hours of 8am to 6pm on Monday through Friday.

Aviva recognizes the importance of being flexible and the benefits of being together, this role will be hybrid – the best of both worlds.

What you'll do:

• Guide customers through the claims process by investigating their property claims and looking after their needs
• Work through customer’s complaints to provide a fair and positive customer outcome
• Comply to company and industry regulatory practices, delivering best practice methods and taking responsibility for your customers and claims outcomes. An understanding of Fair Treatment of Customer framework and Unfair Deceptive Acts and Practices is a benefit
• Provide coaching and support to colleagues throughout the claim process
• Understands how colleagues overall performance impacts customer experience and work with leadership to identify areas of growth within the property claims team
• Work autonomously in a digital environment
• Actively participate in ongoing training to keep up to date with best practices in claims handling
• Contribute to special projects and provide feedback to support Aviva’s ongoing initiatives to provide the outstanding customer experience

What you'll bring:

• 1- 3 years Property Claims Adjusting experience
• 1-3 years experience in a Call Center Environment
• Licensed in all Atlantic Provinces is an asset
• Excellent oral and written communication skills
• Bilingualism is an Asset! (French and English)
• Ability to work in a digital environment and undertaking online tasks
• Genuine curiosity and inquisitive approach to making improvements to processes to create a positive customer experience
• Ability to work within and positively add to our organizational culture and values

What you’ll get:

• The salary band for this position ranges from $60,000 to $70,000. 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.
• Hybrid flexible work model.
• 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.

Our work environment:

• A diverse, inclusive and vibrant team culture where you can thrive by bringing your whole self to work.
• Regular social and team building events
• Employee recognition program

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 accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.

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