(PS) - Learning & Development Training Specialist

(PS) - Learning & Development Training Specialist

22 feb
Integon Service Co

22 feb

Integon Service Co


Learning & Development Training Specialist in Tijuana at Integon Service Co.

The Learning & Development Specialist is responsible for facilitating training classes for operations personnel; both new hire and training counting 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

- Work 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

- Handle situations independent of a Manager with ability to resolve conflicts and empathize with customers

- Able 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 which 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)

- 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

- Candidates must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns

- 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 with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products

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