Training & Development Specialist I

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 FTEs

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 selfimprovement/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&Js 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 online reference manuals and/or SOPs

Research skills and confidence with problem solving skills

Ability to type 3050 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 selfmotivation

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 (nonmoney) 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 liftingup 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 selfmotivation completed education requirements contributions to the team and/or tenure within the role.