Customer Service - Client Training and Business Analyst

dental insurance, life insurance, paid time off, long term disability, tuition assistance, 401(k)

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property - such as manufactured homes and specialty dwellings - and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can't. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re's Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day - all in a flexible environment that helps them succeed both at work and at home.

American Modern is seeking a client-focused training and business analysis professional to support external clients, business partners, Sales Managers, and internal Customer Service teams. This hybrid role combines instructional design and facilitation with business analysis, process improvement, workflow documentation, data analysis, and implementation support. You will translate client and operational needs into practical training programs and process solutions that improve the agent, customer, and employee experience.

Consult with external clients, distribution partners, Sales Managers, Customer Service leaders, and other stakeholders to identify learning needs and performance opportunities.

Design clear, engaging training programs, facilitator guides, job aids, e-learning modules, assessments, and other resources for client and internal audiences.

Facilitate interactive training sessions, workshops, and one-on-one coaching in virtual and in-person settings, adapting content to different audiences and business needs.

Lead client planning discussions and recommend training approaches that support business goals, product or policy changes, and future-state needs.

Partner with Legal, Compliance, Sales, Marketing, and Customer Service to ensure training content is accurate, current, and aligned with company and industry standards.

Coordinate training schedules, records, communications, and logistics to deliver a consistent and professional learning experience.

Evaluate training effectiveness using participant feedback, operational results, customer insights, attendance, participation, and other performance measures; use findings to continuously improve programs.

Gather, clarify, and document business needs, requirements, workflows, and success measures in partnership with clients and internal stakeholders.

Analyze call volume, policy activity, customer feedback, operational performance, and other service-related data to identify trends, risks, root causes, and improvement opportunities.

Map current-state and future-state processes and recommend practical changes to workflows, tools, training, or technology.

Support the planning and implementation of new policies, systems, and business initiatives, including readiness assessments, communications, training, user acceptance testing, and post-launch evaluation.

Translate complex business information into clear recommendations, process documentation, presentations, and learning materials for technical and nontechnical audiences.

Maintain consistent communication with Customer Service leadership, project teams, clients, and other stakeholders regarding priorities, progress, decisions, and outcomes.

Measure the…