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Learning & Development Training Specialist - Outside Sales Job in Cleveland, Ohio US

Learning & Development Training Specialist - Outside Sales

GMAC Insurance Management Corporation - Cleveland, OH

Posted: 5/6/2020 - Expires: 6/6/2020

Job ID: 217697578

Job Description

Primary Purpose:The Learning & Development Specialist is responsible for facilitating training classes for Operations personnel which includes both new hire training and continuing education for existing team members. Essential Duties and Responsibilities:Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. * Facilitate training classes for new hire employees and existing employees * Serve as supervisor for New hires until the new hires move to their permanent leader * Train Operations personnel on hard skills such as systems training, processing, underwriting, billing, procedures and soft skills such as customer service, branding, connecting * Determine training needs for all Operations employees and implements training * Develop training materials, updates existing materials and procedures * Monitor and tracks employee progress during training and lab including live call monitoring, adherence and providing feedback to the employee * Answer employee questions, both in lab and on QQ * Work with employees to resolve processing problems * Assist in the development of the training calendar and participating in focus and implementation groups * Responsible for maintaining and growing a relationship between National General Insurance and potential and current policyholders as well as internal customers * Communicate to management regarding issues affecting the performance of the staff or customer satisfaction * Continuously consider process improvements and implement best practices * Identify training needs and evaluate current training methods to maximize individual performance and unit flexibility * Coach and provide leadership in team, daily support to team members with issues; motivates others to excel * Promote teamwork through consistency, reliability and group cohesiveness * Require a high degree of initiative, mature judgment and discretion * Effectively communicate within Policy Operations with other business partners and third parties * Handle situations independent of a Manager with ability to resolve conflicts and empathize with customers * Able to handle irate callers and escalated situations * Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers * Shares feedback when training opportunities are identified * Effectively communicates through oral and written communication * May be responsible for assisting in some training outside the department and/or Company which may include training at other call center sites within Operations * This role requires flexibility to travel up to 20% of working timeMinimum Skills and Competencies:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * High school diploma or general education degree (GED) * Must possess strong facilitation skills in training development, curriculum design, course evaluations, and needs assessment * Demonstrate expert quantitative/technical skills for analyzing quality results and offering feedback to improve results * Demonstrate exceptional leadership, diplomacy, and coaching/mentoring skills * Must possess effective verbal and written communication skills * Demonstrate proficiency in processing and customer service functions * Proficient in Microsoft Office Suite (Word, Excel, Outlook) * Works independently with little supervision * Ability to successfully complete HI

Job Summary

Employment Type:
Full Time Employee
Job type:
Regular Employment
Skill Based Partner:
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 4
Graphic Literacy: 5
Workplace Documentation: 5