Service Support Assistant

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.

We are looking for a positive, hard-working, and passionate individual to join our Verify Intake team as an Intake Analyst (property claims experience preferred). They will be providing timely intelligence and information to enable management to protect Aviva and consumers from Fraud and FC. This individual will be responsible for assessing Aviva Canada’s fraud and FC in-take of investigations, for all lines of business. They will be responsible for collaborating with the line of business to develop training and coaching, to support detection of fraud and FC. The Verify Intake Analyst will be providing feedback to analytics on cases and develop rules to proactively identify new investigations.

Does this sound like you? Come join our Team!

What you'll do

• Conduct intake of investigations

• Complete assignment of investigative assistance/tasks

• Analyze facts and management of leads (referrals)

• Ensure proper documentation and collection of physical or electronic evidence

• Establish appropriate scope, identify all leads & resource requirements

• Determine when a case requires investigation

• Prepare a summary of the lead (referral) and requirements for investigation

• Capture accurate information and data for reporting purposes

• Collaborate with the Lines of business on detecting fraud and FC cases

• Provide support coaching and training of front-line staff

• Liaise with the wider Verify teams to improve decision making

• Follow best practices for investigation in-take

• Review analytics referrals (i.e. automation detection and Qlik) for proactive detection of fraud & FC

• Identify fraud and FC detection gaps in existing processes and advance solutions

• Manage incoming leads (referrals) from internal and external parties in the mailbox and provide timely responses

• Provide feedback on leads relating to their outcomes

• Response to internal and external parties on outcome of lead

• Assessment of analytics cases

• Thorough, high-quality, and properly documented lead outcomes

• Make accurate recommendations on acceptance or decline of discretionary leads

What you'll Bring

• CIP designation or working towards CIP

• Preferred professional qualification in fraud investigation, criminology or financial crime.

• Minimum 3 years’ claims or investigative experience (property preferred)

• Ability to follow best practices on fraud and FC intake

• Respond to leads  timely and accurately

• Ability to risk assess cases for fraud/ FC

• Strong understanding of claims and underwriting processes

• Superior analytical, problem-solving and decision-making skills

• Strong customer service and communication skills – ability to communicate diplomatically and empathetically

• Strong Reporting and Communication Skills

• Outspoken and comfortable with challenge and ambiguity

• Investigative competency

• Technical knowledge of all insurance lines of business, including policies, claims, and related legislation

• Ability to make confident and objective decisions in matters having high potential for legal precedent or legal dispute

• Ability to maintain confidential information

• Knowledge of French and English is preferred to communicate, both verbally and in writing, with our customers, partners and other Aviva teams located across Canada

Additional Information

Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.