Customer Care Trainer - Richmond, United States - Selective Insurance

Description

At Selective, we don't just insure uniquely, we employ uniqueness.

Our Business

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years.Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2023 and certification as a Great Place to Workin 2023.

Working at Selective

At Selective, we don't just insure uniquely - we employ uniqueness. Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process.

Job Summary

Coordinates and conducts training and development of new and existing Contact Center employees. Plans, organizes, and develops training curricula, materials, and programs to meet specific training needs. Works with Quality Review team and management to ensure course materials are current and relevant to training needs as well as to identify skill gaps for future training opportunities. Tracks and analyzes training programs using satisfaction levels, proficiency testing, and job performance. Leads special projects as required. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements.

Job Responsibilities

• Coordinates and conducts training for new and existing Contact Center Team members, including but not limited to new hire onboarding, insurance contracts, products, programs, processes, procedures, and systems. Delivers training programs when qualified using appropriate instructor led techniques to manage classroom and deliver clear communications.
• Partners with business teams to design, develop, document, and maintain training programs, materials and curriculum using appropriate instructional design methodologies. Routinely conducts needs analysis to aide in the design of learning objectives, content outline, presentation and training method, appropriate job aides and technology integration. Creates leader guides, performance support tools, etc. Consults with subject matter experts to ensure relevancy of learning objectives, delivery methodology and ongoing resource access. Develops, administers, and/or conducts various self-development courses for the department. Ensures quality of classroom and on the job training.
• Develops individualized training schedule and focus according to the experience, knowledge level, and position of the person(s) in training. Arranges job-shadowing and other on-the-job training to supplement formal training. Manage training time, scope and quality to provide the best possible speed to position for new hires.
• Supports process improvement initiatives primarily through the analysis of existing operational objectives and develop plans to identify skill gaps and meet those needs through training. Identifies issues or concerns within learning objectives or in ongoing training, and takes appropriate actions to reduce learning constraints and improve desired behaviors, outcomes and training results. Partners with Contact Center, Quality Assurance Analyst, Underwriting Quality Specialist, Claims Trainers and the home office training team to stay apprised of business changes.
• Partners with business teams to establish meaningful measurement criteria. Understands measurement criteria and assessment of survey results. Manages execution to ensure efficient achievement of business goals. Monitors progress toward goals, communicates outcomes and recommends enhancements as needed by business team. Provides feedback to managers regarding performance of team members.
• Coordinates and tracks continuing education requirements and administrative details of trainee program for contact center business teams.
• Serves as a mentor to team members through initial and subsequent training. Remains available outside of training as a resource for staff questions or requests for validation of thought process/analysis, underwriting decisions, and procedures.
• Attends seminars, conferences, and participates in educational organizations to develop best in class educational processes. Keeps abreast of latest instructional design techniques. Learns new technologies as needed and addresses system performance issues identified through the training process.
• Provides back-up for Quality review assessments for Contact Center Teams if necessary.
• Responsible for automobile travel for training purposes. Car travel represents approximately up to 20% of employee's time.

Job Qualifications and Education

• College degree preferred
• 2- 3 years of contact center experience is preferred
• Experience training or serving as mentor preferred
• Insurance underwriting or claims experience is preferred
• Functional knowledge of Microsoft Products (Word, Excel, PowerPoint, Publisher, SharePoint).
• Proficiency in use of internet and web based applications.
• Ability to learn various company used systems.
• Must be able to communicate complex subject matter in clear and simple terms including: products & services, policy language by LOB, processes and procedures, technical skills, company position and industry trends, endorsements/exclusions, and state and/or regional differences.
• Must have Functional knowledge of P/C underwriting or claims.
• Strong consultation and project management skills.
• Must have a valid state-issued driver's license in good standing and be able to drive an automobile.

The expected starting salary range for this role is$71,000 - $102,000. The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences - and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.

Selective maintains a drug-free workplace.

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