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
SpecialistUS-MI-LansingJob ID: 2024-4615Type: Regular Full-Time# of
Openings: 1Category: Customer Service/SupportFarm Bureau
CenterOverviewP/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.ResponsibilitiesP/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.QualificationsP/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. PM19All 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
SalaryPI384e457f268f-25660-35718701
Keywords: Michigan Farm Bureau, Midland , P/C Customer Service Training and Development Specialist, Hospitality & Tourism , Lansing, Michigan
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