Learning & Development Specialist

**Position in Tijuana Only Fully bilingual****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 timeJOB 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