Training Specialist

The goal of this position is to develop and deliver training programs that prepare Risk Management Operations (RMO) employees for providing quality customer service. The role focuses on facilitation of training programs and maintenance of learning materials, including job aids and PowerPoint decks, in collaboration with individual business areas.

• Conduct technical training for the Customer Service Solutions business unit.
• Develop RMO employee knowledge, skills and abilities through quality technical training programs on RMO systems and products.
• Assist in planning and delivering onboarding to ensure employees understand policies and company culture.
• Organize and deliver onsite and remote training sessions for all new employees, ensuring resources are prepared and materials are current and appropriate for the topic.
• Provide continuous training in technical and professional skills for all RMO employees.
• Plan and conduct quarterly training sessions with topics identified by RMO leaders as needing additional attention.
• Encourage employee and agent retention by providing support throughout the learning experience.
• Deliver assessments to course participants.
• Execute a plan for obtaining 4 levels of metrics.

• Create tests for understanding.
• Identify program goals and objectives.
• Prepare material for training sessions, ensuring the most current version of procedure manuals, handouts, and Power Points are used.
• Maintain a central repository of all training and operational reference materials; ensure documents reflect current information and updates are timely.
• Collaborate with leaders of each RMO area to understand existing training needs.
• Ensure a master calendar is updated, prioritized, and communicated to all stakeholders.
• Conduct or participate in Needs Analysis meetings to determine Key Performance Indicators and benchmarked service standards for each RMO area.

• High school diploma or GED required;
  Associate’s or bachelor’s degree preferred.
• 1-2 years of related work experience required.
• Ability to communicate effectively through interpersonal and written communication.
• Recognizes issues that might impact learning and performance.
• Maintains professionalism during course instruction and in office settings.
• Determines best instructional method for delivering a learning lesson.
• Determines what instructional resources are needed during instruction.
• Able to engage learners while facilitating learning.
• Demonstrates flexibility during a training course.
• Able to provide feedback to participants during the learning event.
• Effectively manages the classroom during course delivery.

The above statements describe the general nature and level of work performed by people assigned to this job and are not intended to be an exhaustive list of all responsibilities, skills, or working conditions.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.