*primary purpose*:
the learning & development specialist is responsible for facilitating training classes for operations personnel; both new hire training and continuing education for existing team members.
*essential duties and responsibilities*:
- following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time._
- facilitate training classes for new hire employees and existing employees
- serve as supervisor for new hires until the new hires move to their permanent leader
- train operations personnel on hard skills such as systems training, processing, underwriting, billing, procedures and soft skills such as customer service, branding, connecting
- determine training needs for all operations employees and implements training
- develop training materials, updates existing materials and procedures
- monitor and tracks employee progress during training and lab including live call monitoring, adherence and providing feedback to the employee
- answer employee questions, both in lab and on qq when needed. Works with employees to resolve processing problems.
- assist in the development of the training calendar and participating in focus and implementation groups
- responsible for maintaining and growing a relationship between national general insurance and potential and current policyholders as well as internal customers.
- communicate to management regarding issues affecting the performance of the staff or customer satisfaction.
- continuously consider process improvements and implement best practices
- identify training needs and evaluate current training methods to maximize individual performance and unit flexibility
- coach and provide leadership in team, daily support to team members with issues; motivates others to excel
- promote teamwork through consistency, reliability and group cohesiveness
- require a high degree of initiative, mature judgment and discretion
- effectively communicate within policy operations with other business partners and third parties
- handles situations independent of a manager with ability to resolve conflicts and empathize with customers. Has the ability to handle irate callers and escalated situations
- provide superior service by delivering a wow experience for both independent agents and national general insurance customers
- shares feedback when training opportunities are identified
- effectively communicates through oral and written communication
- may be responsible for assisting in some training outside the department and/or company when requested. This may include training at other call center sites within operations.
- this role requires flexibility to travel up to 20% of working time
job requirements
*minimum skills and competencies*:
- the requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
- high school diploma or general education degree (ged)
- fully bilingual in english and spanish
- must possess strong facilitation skills in training development, curriculum design, course evaluations, and needs assessment
- demonstrate expert quantitative/technical skills for analyzing quality results and offering feedback to improve results
- demonstrate exceptional leadership, diplomacy, and coaching/mentoring skills
- must possess effective verbal and written communication skills
- demonstrate proficiency in processing and customer service functions
- proficient in microsoft office suite (word, excel, outlook)
- works independently with little supervision
- ability to successfully complete hippa certification annually (health)
- demonstrate appropriate soft skills necessary for successfully supervising work unit
- excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
- demonstrated integrity within a professional environment
- ability to adapt to new situations and learn
- ability to multi-task and manage several systems on a daily basis
- demonstrate excellent problem solving and decision making skills
- high degree of dependability, motivation and flexibility
- strong attention to detail
- effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
*desired skills*:
- associates or bachelor degree, or equivalent leadership experience preferred
- 3+ years of in-classroom training facilitation
- ability to type a minimum of 30 words per minute
- demonstrate a thorough understanding of the national general insurance brand and ability to exhibit the behaviors associated with it
- demonstrates in-depth knowledge of structure, functions, flow, and procedures of policy operations
- previous experience in insurance customer service wi