• Job Description

  Req#: R-143939

  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.

  The Complaint Investigator is accountable to act as a trusted intermediary between the complainant and all departments within the Aviva Group of Companies. They will act as an “Advocate of Fairness” to proactively identify issues and work towards a suitable resolution. When Aviva has acted in accordance with policy wordings and guidelines, the Complaint Investigator will act as an “Educator” helping the complainant understand Aviva’s position. They will lead the use of the complaint management tool (CMT) and bring to bear any findings from the Ombudsman process to make recommendations to improve the overall customer experience. They will liaise with the regulators and industry organizations while resolving issues and provide all vital reports to both regulators and Sr. Management within Aviva as necessary. The role will assist the Ombudsman with the day-to-day monitoring quality of work and adherence to approved processes within the Office of the Ombudsman.

  Come join our team!

  What you'll do:

  • Thoroughly and efficiently, investigate inquiries and complaints received via phone, email, mail and fax in an impartial and independent manner. Make first point of contact with complainants within 48 business hours. Gather key information on behalf of both the complainant and the involved business unit to come to a fair and objective solution for all parties concerned, collaborating with managers of the involved business unit to negotiate a fair outcome where appropriate. This may involve innovative, creative thinking. It will involve a high level of problem solving, critical thinking, and organizational skills. Report to Ombudsman on outcomes and when unable to resolve, assist the Ombudsman in the preparation of Final Position Letters in a timely manner. Assist the Ombudsman in the preparation of reports to the Risk Committee Board, Executives and Senior Management and annual Regulatory reporting. Assist the Ombudsman with the day-to-day monitoring of quality of work and adherence to approved processes within the Office of the Ombudsman.

  • Coordinate and manage the access and overall usage of the CMT l in order to track Customer complaints. Analyze complaints received to determine trends and provide recommendations for improvements to processes and/or products. Use the analysis to ensure complainants’ issues are proactively identified and brought to the attention of key team members. Promote usage of the CMT and train Aviva staff as required. Maintain the functionality & lead the build of any approved improvements to CMT.

  • Connect with Provincial Regulators and Industry Organizations while resolving complaints. Ensure compliance within the Office of the Ombudsman and other Aviva business divisions with filed rules, internal guidelines & insurance legislation, including complaint-handling regulation). Act as technical resource to staff and a Subject Matter Expert on credit inquiries. Prepare reports for the Regulators and/or Industry Organizations as mandated. Analyze complaints for internal and regulatory reporting.

  • Responsible to complete the CCIR Regulatory Reporting on an annual basis on all complaints advanced to the Office of the Ombudsman.

  • As a Fair Treatment of Customers (FTC) SME, responsible to keep up-to-date on all provincial FTC and Fair Practices guidelines and requirements.

  What you'll bring:

  • College Diploma or an equivalent of 5+ years’ experience in a claims or underwriting role with a minimum of 2 years’ experience dealing directly with our Broker Partners and/or Customers.

  • Previous work experience where a high level of critical thinking and problem-solving skills were demonstrated

  • Outstanding communication skills, both oral and written

  • Oral presentation and facilitation skills

  • Previous work experience in a high-pressure, fast-paced environment where organization and time management skills were required

  • Experience using different technologies and systems, including the Microsoft Office suite

  • 5+ years in the Insurance Industry preferably in an Underwriting or Claims capacity with a minimum of 2 years’ experience dealing directly with Broker Partners and/or Customers

  • Experience in handling complaints

  • Knowledge of Property & Casualty Insurance legislation, policies and processes

  • Working towards completion of the CIP designation

  Preferred:

  • Bilingual – French and English

  • University degree or equivalent experience, preferably in Psychology, Business, and/or law

  • Personal and/or Commercial Lines experience

  • Knowledge of Claims Centre, Policy Centre, Portal, RTM, ICM and/or the mainframe system

  • Facilitation skills

  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

  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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• About the company

  We’re here to protect our 33 million customers from life’s unexpected twists and turns – freeing them from fear of uncertainty. We are one of only a few insurance companies in the world that can provide customers with life, general and health insurance, and asset management in one place – a composite insurer. And we have a unique competitive advantage. Whether we’re protecting them from everyday risks or helping them to save for the future, we put customers at the heart of all we do – creating a bright and sustainable future for our customers, employees and our communities.

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