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Learning & Development Specialist

hace 2 semanas

Tijuana, México Integon Service Co. A tiempo completo

**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