Customer Service Improvement Specialist

Church Mutual Insurance Company, S.I.•,

15d

About The Position

The Customer Service Improvement Specialist identifies training needs using individual performance observations, quality assurance data, and department performance standards. The role recommends and delivers training to build knowledge, improve performance, and support the professional development of new and existing Service agents. It includes conducting model office and other identified training sessions, as well as individual mentoring and coaching on processes, procedures, workflow, and products. Working closely with departmental leadership, Quality Analysts, Operations Analysts, Commercial Operations, and Learning & Development, the specialist identifies skill deficiencies and develops training and coaching plans. The role also reviews quality, performance, and productivity data to identify opportunities to improve how individuals, teams, the department, and the organization serve customers. The specialist maintains knowledge of systems, products, internal processes, and performance improvement methods, and works independently and collaboratively to support team and corporate goals.

Requirements

Bachelor's degree or equivalent experience.
Required property and casualty insurance license; relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.
At least 4 years of experience in the insurance industry.
At least 4 years of customer service experience.
Strong insurance industry, product, service, and process knowledge.
Proficiency in Microsoft Office products.
Strong proofreading, spelling, punctuation, and grammar skills, including the ability to compose quality documents and training materials.
Excellent oral and written presentation skills using a variety of platforms, with the ability to motivate, teach, and inspire staff.
Excellent written and verbal communication skills for internal and external audiences at all levels of management, and strong listening skills.
Knowledge of and ability to develop training programs and methods aligned with the organization's goals, values, and mission.
Ability to develop new ideas creatively.
Strong attention to detail.
Ability to organize, set priorities, and work well under pressure.
Self-starter able to work independently and as part of a team.
Problem-solving ability.
Strong analytical and decision-making skills.
Self-development skills.

Nice To Haves

At least 2 years of training experience preferred.
CISR designation desired but not required.

Responsibilities

Conduct needs assessments through surveys and on-the-job interactions, and identify training objectives for department processes and procedures.
Facilitate training sessions in person, through webinars, and through virtual learning sessions.
Collaborate with Commercial Operations leadership and Learning and Development to recommend, develop, and maintain formal training plans.
Partner with departmental leadership to plan, coordinate, and execute on-the-job training for new and existing staff.
Serve as a first point of contact for questions, directing them appropriately and identifying trends that indicate training needs.
Identify, suggest, and provide additional training and coaching through review and feedback of individual transaction signoffs.
Coach and mentor Service staff, in conjunction with the supervisor and staff member, when additional direction is needed to build skills and knowledge of department processes and procedures.
Work with Operations Analysts, Quality Analysts, and department leadership to determine training needs.
Assess participant performance through classroom assessments, observations, and practical skills assessments.
Collaborate with Learning and Development to develop coaching approaches and techniques that integrate support into routine job functions.
Review quality, performance, and productivity data to identify improvement opportunities for individuals, teams, the department, and the organization.
Develop and maintain positive working relationships with internal and external customers.
Acquire and maintain working knowledge of systems, products, internal processes, and performance improvement methodologies, technologies, and techniques.
Work independently and as part of a team, communicating internally through a variety of channels.
Collaborate with the team to achieve corporate and team goals, enhance the customer experience, and assist with team workload expectations.