Training & Development Specialist I

Description

The Training and Development Specialist position will assist with training of new, existing and/or acquired J&J employees, manage Quality Control Audits, Production Reports and Standard Operating Procedures, participate in the testing of new and/or enhanced J&J programs/applications prior to implementation and review new and/or current procedures for efficiencies and process improvements. When deemed necessary these responsibilities could also include aiding within Customer Care, Policy Services and/or Mail Services in addition to any general job duties listed below.

Job Responsibilities:

• Conduct, consolidate, log and distribute daily Quality Control Audits within Policy Services, Mail Services and Customer Care

• Run, consolidate, log and distribute weekly Production Reports within Policy Services, Mail Services and Customer Care

• Create and maintain Standard Operating Procedures (aka: SOPs) and any other documentation and/or training materials needed within Policy Services, Mail Services and Customer Care

• Collect data needed to validate the time needed to complete individual tasks for production goals and the need for FTE’s

• Collaborate with department managers to develop individual employee education and/or skill development needs

• Create and maintain training schedules for trainees

• Assist department leads and/or managers with eliminating roadblocks and finding efficiencies within processes and procedures

• Encourage and assist employees in self-improvement/development planning

• Provide managers with feedback regarding employee efforts and accomplishments during training

• Coordinate and assist with testing of new and/or enhanced system platforms prior to implementation

• Assist programming with work order resolutions to system and/or programming errors

• Train department teammates on training methods

• Assist with employee evaluations for placement prior to and/or during acquisitions

• Coordinate with department managers to assist with the onboard training of new and/or acquired employees

• Navigate and understand various Standard Operating Procedures (aka; SOPs) within Policy Services, Mail Services and Customer Care to assist with duties upon request and/or need in order to maintain J&J’s company service standards promise to our customers every week

• Ensure electronic file integrity and ability to maintain confidentiality

• Import emails received and/or sent to customers to document information provided during email correspondence with the customer

• Effective communication with owners, department managers, staff and teammates

• Annual 16 hour continuing education encouraged

Education and Work Experience:

• High School Diploma or equivalent

• Minimum of six months to three years within related insurance field and/or training background required. Clerical, customer service and/or data entry experience preferred but not required.

Knowledge Skills & Abilities:

• Strong ability to communicate clearly by written and/or verbal communication skills

• Exceptional interpersonal skills including a positive and welcoming attitude

• Capacity to analyze information and mathematical aptitude

• Ability to learn and explain various issuance/rating systems and/or new tasks when necessary quickly, efficiently and accurately

• Ability to learn and explain underwriting, forms and rate/rule manuals within authority level

• Capacity to utilize on-line reference manuals and/or SOPs

• Research skills and confidence with problem solving skills

• Ability to type 30-50 WPM

• Ability to type accurately, organize and present information in a neat and effective manner

• Ability to manage multiple tasks, deadlines and exercise good judgment while paying attention to details

• Ability to handle difficult customers/employees with confidence

• Willingness to learn and ability to take initiative by self-motivation

• Knowledge and experience with Microsoft Office Suite (word, excel, PowerPoint, outlook)

• Ability to stay within authority level restraints o Responsible Workflows per authority levels:

? Specialist I

• General Correspondence workflow

• Endorsements (non-money) workflow

• Cancellations workflow

• Reinstatements workflow

• Renewal Issuance workflow

• Binder Follow ups/Diary workflow

• State Reporting workflow

• Certificate of Insurance workflow

• Loss Runs workflow

• Renewal Offer/Solicitation workflow

? Specialist II

• All noted above under I in addition to;

• Binder workflow

• Money Endorsements workflow

• New Business Issuance workflow

? Specialist III and IV

• All noted above under I and II in addition to;

• Cancel/Rewrites

• Out of Sequence Endorsements

Typical Physical Demands:

• Requires the ability to sit or stand for long periods of time, occasional stooping, and reaching

• May require lifting-up to 25 pounds

• Requires normal range of vision and hearing with or without accommodations

Career Path from level I to IV:

• Determined by; confidence level and comprehension within Knowledge Skills and Abilities and Job Responsibilities, self-motivation, completed education requirements, contributions to the team and/or tenure within the role.