Customer Service Improvement Specialist

Church Mutual Insurance Company, S.I.•Merrill, WI

4d•Hybrid

About The Position

What you'll do: Identify training needs based on individual performance observations, quality assurance data, and department performance standards. Recommend formal training programs to provide knowledge, improve performance, and provide professional development of new and existing Service agents. Conduct training sessions for model office and any other training needs identified. Complete individual 1:1 mentoring and coaching sessions that address processes, procedures, workflow, and product. Work closely with leadership, Quality Analysts, Operations Analyst, Commercial Operations Specialist, and Learning & Development to identify skill deficiencies. Develop training and coaching plans for addressing the deficiencies in existing staff. Provide support to increase daily knowledge, performance improvement, and professional development.

Requirements

Bachelor's degree or equivalent experience is required.
Property and casualty insurance license required . Relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.
Minimum 4 years of experience in the Insurance Industry.
Minimum 4 years of experience in customer service.
2 or more years of training experience preferred.
Strong insurance industry, product, service, and process knowledge.
Proficient in Microsoft Office products.
Good proofreading, spelling, punctuation, and grammar skills with the ability to compose quality documents and training materials.
Excellent presentation skills (oral and written) using a variety of platforms, as well as ability to motivate, teach, and inspire staff.
Excellent communication skills, both written and verbal, directed to internal or external sources, at all levels, of management and strong listening skills.
Knowledge of and ability to develop training programs and methods that are unique to the organization's goals, values, and mission statement.
Ability to creatively develop new ideas.
Strong attention to detail.
Ability to organize, determine priorities, and work well under pressure.
Must be a self-starter with the ability to work independently and in a team.
Ability to problem solve.
Strong analytical and decision-making skills.
Self-development skills.

Nice To Haves

CISR designation desired, but not required.

Responsibilities

Conduct needs assessments: identify training needs through surveys, on-the-job interactions with employees and from those needs identify training objectives for department processes and procedures.
Deliver training Sessions: Facilitate training sessions in various formats, such as in person, webinars or virtual learning sessions.
Collaborate with Commercial Operations leadership and Learning and Development to recommend, develop, and maintain formal training plans.
Partners with departmental leadership to plan, coordinate, and execute a comprehensive on-the-job training program for staff, including new hires and existing staff regarding department processes and procedures.
First line of contact for questions to direct accordingly; either individually or determine if there are trends for training needs.
Identify, suggest, and provide additional training and coaching through the review and feedback process of individual transaction signoff.
In conjunction with the supervisor and staff member request, work to provide coach and mentor Service staff when additional direction is needed to build successful skills and knowledge of department processes and procedures.
Work closely with, Operations Analysts, Quality Analyst, and department leadership to determine training needs.
Assess performance of participants through traditional classroom assessments, observations, and practical skills assessments.
Collaborates with Learning and Development on developing new approaches and techniques for coaching effectiveness; making support readily available to integrate with routine job functions.
Review quality, performance and productivity data to identify opportunities for individual, team, department and organizational improvements in efficiently and effectively service our customers.
Develop and maintain strong positive working relationships with all internal and external customers.
Acquire and maintain a strong working knowledge of systems, products, internal processes, and performance improvement methodologies, technologies, and techniques.
Ability to work independently and as part of a team with the ability to communicate internally across a variety of channels.
Work collaboratively, in a team environment, to achieve corporate and team goals to enhance the customer experience. Assist others in work processes to accomplish team workload expectations.