Conducts developmental needs assessments to identify learning objectives by collecting information pertaining to content management, workflow, efficiency, and productivity.
Develops training content to meet the need of existing employees and/or to improve upon the quality of the existing content.
Partners with leadership to plan, design, and implement solutions that enable all team members to provide a superior customer experience.
Analyzes customer-initiated interactions with agency management system and develops means to improve efficiencies as appropriate.
Achieves agency operational goals through increasing agency capacity and profitability resulting from effective and efficient operations through training and development, resulting in reduced Error & Emissions Exposure driven by use of proper procedures.
Links workflows, processes, procedures, and technologies to relevant business solutions.
Plans, organizes, and deploys training and development programs, objectives, or events for new and existing employees.
Develops and maintains organizational communication to ensure employees have knowledge of training and development events and resources.
Runs reports and performs regular reviews (quality control audits) of the agency management system and client accounts.
Designs quality score programs and maintains a feedback mechanism for all service team employees.
Improves overall customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
Develops internal customer service standards for addressing employee training related questions and requests from employees; manages effective internal client relationships.
Works with the Manager and Data Management to implement improvements and efficiencies and to establish training and development priorities.
Works with VP, National Service Operations to formulate and update procedure manual.
Performs other projects, duties, and tasks, as assigned.
WHAT SUCCESS LOOKS LIKE IN THIS ROLE
Four-year degree or equivalent work experience.
Minimum 10 years of experience in technical training and development or similar role.
5+ years of agency management systems experience, preferably in training and development with an emphasis on AMS 360, ImageRight.
Insurance industry account management experience highly desirable.
Property & Casualty License issued from state of domicile is required and must be maintained.
Understands and utilizes best practices in developing online trainings.
Proficient with Microsoft Office Suite.
Technologically savvy; ability to independently learn new systems quickly.
Ability to travel to remote offices as needed.
Ability to function effectively under tight time constraints.
Ability to adapt to changes in technology and incorporate those changes into learning and development curriculum.
Ability to work independently with limited daily supervision.
Ability to work as part of a team in a cross-cultural environment, fostering open communication and continuous quality improvement with a positive and innovative approach to problem solving.
Ability to represent the company in a professional manner to both internal and external customers and clients.
WHY CHOOSE RELATION?
Competitive pay.
A safe and healthy work environment provided by our robust benefit program including family health and wellness programs, 401K, employee assistance programs, paid time off, paid holidays and more.
Career advancement and development opportunities.
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Note: The above is not all encompassing of the full position description.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and
Benefits
Health insuranceVision insurance401(k)Remote work options
Relationinsurance · Remote