Claims Support Specialist at Aviva

Job description

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 Join Our Team as a Claims Support Specialist! Are you passionate about delivering outstanding customer service? We have an exciting opportunity for a Claims Support Specialist to join our National Support Team. In this role, you'll be the first point of contact, striving to meet our customers' needs while providing excellent service. As a key member of our Support team, you'll play a pivotal role in supporting both our customers and our business. This position forms the foundation for Claims, ensuring that Aviva's values remain at the core of our claims triage approach. We're looking for candidates with a strong customer focus and a background in claims. Flexibility is important, as you'll need to be comfortable working both independently and as part of a wider team. Are you ready to take on this exciting role and make a difference in our team? Apply now and become a vital part of our dedicated national team! What you’ll do Customer Focus: Serve our customers through effective claims management, phone inquiries, and triage while delivering timely, accurate, and empathetic service. Support our Claims Specialists: Assist with investigations, referral management, and evolving operational needs to support efficient claims handling. Enhance the Customer Journey: Identify and eliminate inefficiencies, complexity, and failure demand while contributing to continuous improvement initiatives. Risk Management: Identify, mitigate, and appropriately escalate risks to protect both the business and our customers. Quality & Compliance: Ensure claim information is accurately documented and processed in accordance with company procedures, privacy requirements, and regulatory standards. Claims Management: Set up, assess, and assign claims across departments and national business units to ensure timely and appropriate handling. Referral Monitoring: Monitor, prioritize, and triage referrals from regional claims queues and mailboxes to support service level commitments and customer expectations. Business Understanding: Apply sound judgment to ensure claims are assigned appropriately based on business capabilities, expertise, and operational requirements. Stakeholder Communication: Communicate professionally with customers and key stakeholders, including brokers, legal representatives, vendors, and internal business partners regarding claim inquiries, referrals, and status updates. Technical Application: Apply operational policies, procedures, and technical knowledge gained through job experience or specialized training to support the claims process. Quality Assurance: Ensure accuracy, completeness, and integrity of claim information, documentation, and system records. Collaborative Environment: Thrive in a fast-paced setting, working with team members across Canada. Collaborate closely with the Claims team to provide essential support during catastrophe events, ensuring customers receive timely assistance during challenging situations. Risk & Escalation Management: Identify and escalate complex, urgent, or high-risk situations in accordance with established procedures and guidelines. Continuous Improvement: Participate in continuous improvement initiatives by identifying workflow efficiencies and recommending process enhancements. Administrative Support: Perform additional administrative tasks and provide support to other Claims departments as required. Performance Management: Consistently meet established service, productivity, quality, a