P/C Customer Service Training and Development Specialist
Company: Michigan Farm Bureau
Location: Lansing
Posted on: October 8, 2024
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Job Description:
P/C Customer Service Training and Development Specialist
US-MI-Lansing
Job ID: 2024-4615
Type: Regular Full-Time
# of Openings: 1
Category: Customer Service/Support
Farm Bureau Center
Overview
P/C Customer Service Training and Development Specialist
ObjectiveDesign, 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.
Responsibilities
P/C Customer Service Training and Development Specialist
ResponsibilitiesDesign 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.
Qualifications
P/C Customer Service Training and Development Specialist
Qualifications RequiredBachelor'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. PreferredExperience in insurance
domain preferred. Designations in AINS, ACS, or AIS preferred.
Note: This is a Hybrid position working both remotely (must live in
Michigan), and at our Farm Bureau Home Office located in Lansing,
Michigan. Farm Bureau offers a full benefit package including
medical, dental, vision, and 401K. PM19
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, or status as a
protected veteran.
Compensation details: 56678-70848 Yearly Salary
PI9c893ed74765-37248-35718701
Keywords: Michigan Farm Bureau, Midland , P/C Customer Service Training and Development Specialist, Hospitality & Tourism , Lansing, Michigan
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