P/C Customer Service Training and Development Specialist

Michigan Farm Bureau Family of Companies•Waverly, MI

About The Position

Design, deliver, evaluate, and maintain comprehensive training programs for recently hired and existing team members of the Property/Casualty (P/C) Customer Service department. Develop engaging and interactive training materials that provide consistent skills and knowledge needed to provide an extraordinary customer experience in line with the department’s vision. Continuously evaluate training programs to enhance the effectiveness of the P/C Customer Service training initiatives.

Requirements

Bachelor’s degree required with focus on insurance, business administration, finance, training or management, or equivalent experience may be considered.
Minimum two years of experience using Farm Bureau systems required.
Training and coaching experience required.
Proven experience in designing, coordinating, and delivering training programs in a corporate setting.
Competent in adult learning principles and instructional design methodologies.
Experience in computer usage and proven skills in Microsoft Office Professional Suite required.
P/C Resident Producer license course to be completed within 6 months of hire. P/C Resident Producer license required to be obtained within 12 months of hire.
Willingness to pursue continuing job-related training and education required.

Nice To Haves

Experience in insurance domain preferred.
Designations in AINS, ACS, or AIS preferred.

Responsibilities

Design and maintain dynamic P/C Customer Service department training programs, including building and maintaining curriculums and a library of learning materials needed for P/C Customer Service department training.
Collaborate with Subject Matter Experts (SMEs) and department leaders to identify training needs and develop customized training solutions for company projects and initiatives.
Develop training programs for skill gaps, collaborate with trainers as needed, and gather feedback from leadership on employee performance.
Manage the scheduling of all meetings and sessions in P/C Customer Service training programs including creating and maintaining sign-up methods for training programs. Track training progress for all P/C Customer Service team members.
Develop metrics to evaluate the effectiveness of training programs. Make recommendations and implement improvements to training programs based on analysis of procedures, workflows, assessments, researched trends, and performance data.
Collaborate and participate in project teams on Corporate training initiatives, representing P/C Customer Service training needs to design, develop, and deliver service training for company projects and initiatives.
Provide ongoing support and coaching to P/C Customer Service Specialists to reinforce learning and development initiatives.
Regularly update P/C Customer Service leadership regarding training plans for department team members.
Assist in the onboarding process for new P/C Customer Service Specialists and provide training as needed. Facilitate meetings among new employees, trainers and leadership for status updates.
Oversee the enrollment process for the P/C Resident Producer license course. Diligently monitor license statuses to ensure DIFS compliance.
Provide innovative ideas for the PCCS training program’s strategic planning initiatives. Collaborate with stakeholders to outline the trajectory of our training initiatives.
Work collaboratively with training teams from other departments.
Research and keep abreast of industry trends and best practices in customer service training and incorporate new ideas and techniques into P/C Customer Service training models.
Train and mentor P/C Customer Service Trainers.
Complete other duties as assigned.