Support Analyst, Ajusto Program

Desjardins

Support Analyst for the Ajusto program analyzing client cases and collaborating with various teams. Key role in enhancing client experience and resolving operational issues within property and casualty insurance.

Posted 5/22/2026full-timeMontréal • 🇨🇦 CanadaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Analyze client cases by cross-referencing several data points (auto policy, mobile app account, Ajusto portal) and assessing whether a correction is required.
Document the analysis and support the Client Relations and Technical Support teams in resolving cases by sending a clear diagnosis and a recommended solution.
Identify recurring issues from client cases and work with BI teams to assess the scope of a situation and identify potentially affected clients.
Help write and update procedures to prevent future data errors and reduce the Ajusto program’s operational debt.
Make sure responses to clients are consistent.
Collaborate with several teams (Client Relations, Performance, Operations, Complaints) and help align practices and understanding of the Ajusto discount.
Maintain and update the Ajusto exception procedures and ensure decisions are consistent, fair and in line with the spirit of the program.
Support the Legal Department in preparing data related to client requests or complaints.
Stay in tune with members and clients by reviewing their comments and staying informed about agent feedback.

Requirements

What you’ll need

College diploma in a related field
A minimum of two years of relevant experience
Knowledge of French is required for positions in Quebec
Knowledge of the Ajusto program
Knowledge of the PCS and Wizard business systems
Knowledge of auto insurance
Knowledge of the CMT portal

Benefits

Comp & perks

Competitive salary and annual bonus
4 weeks of flexible vacation starting in the first year
Defined benefit pension plan that provides predictable, stable income throughout retirement
Group insurance including telemedicine
Reimbursement of health and wellness expenses and telework equipment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisprocedure writingdiagnosisproblem-solvingclient case assessment

Soft Skills

collaborationcommunicationattention to detailconsistencyorganizational skills

Certifications

college diploma