PL Customer Care Trainer & Coach

Summary:
This position collaborates with business units to assess needs and drive results through training and ongoing education. Responsibilities include developing and facilitating comprehensive training programs ensuring consistency in the training process and maintaining timely leadership updates. The role also involves working cross-functionally across all departments to enhance training effectiveness improve the customer experience and support company objectives by identifying opportunities to refine training processes

Why Jewelers Mutual:
Since 1913 weve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise were financially strong forward-thinking and driven by curiosity. Guided by our core values of Agility Accountability and Relevancy we lead through innovation.

As a technology focused organization we embrace cutting-edge tools and data-driven insights to continuously improve our products services and customer experience. Our mission is to be the industrys most trusted advisor by investing in our people adopting new technologies and striving for excellence.

Were dedicated to fostering growth through collaboration powered by bold thinking teamwork and the passion of our people.

Here youll:

• Move fast and embrace change
• Always look for better ways
• Grow thrive and help shape whats next

Join us and be part of a culture where you can make an impact while building your future.

What Youll Do:

• Responsible for day-to-day training and communications within Customer Care operations to ensure new hire continued education and communication goals are met.
• Development and implementation of training and continued education for Customer Care and related departments.
• Identify and assess current and future training needs including system training policy and procedure training customer service and sales training.
• Partner with managers of the business units to ensure training efforts are contributing to the metrics and goals being met/exceeded.
• Maintain keen understanding of training/quality trends developments and best practices.
• Ensures classroom training teaches Jewelers Mutual product knowledge call handling skills customer service/sales selling skills and program process and procedures.
• Uses training assessments surveys and other tools to evaluate training gaps. Once gaps are identified makes necessary changes in programs to enhance the learning experience and achieve the desired results.
• Manages the communication on updates to training processes documentation and curriculum. Ensures delivery of communication is clear concise timely and drives desired results.
• Development of sales techniques and processes that drive revenue.
• Formulates and refines training documentation for changes within the Personal Lines business units.
• Facilitates and attends regular meetings with Leadership Team Leads and Customer Service Representatives.
• Provides on-point constructive feedback within coaching one-on-one and team meetings.
• Embraces change leads by example maintains a positive work environment and ongoing learning culture.
• Indirectly supervises new hire classes during training process within and outside classroom settings. There are no direct reports for this position.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What Youll Bring:

• Bachelors degree (B. A.) preferred but not required.
• Insurance experience preferred.
• Sound understanding of adult learning techniques best practices in training design and delivery blended learning/coaching methodologies and industry best practices.
• Ability to research recommend refine and utilize adult teaching materials relevant to Personal Lines Customer Care groups.
• Demonstrated ability to effectively convey training materials from written form to applicable business setting situations.
• Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.
• Must have a dynamic and engaging classroom presence.
• Proficiency in Microsoft suite applications including Word Excel Outlook and PowerPoint.
• Must be capable of becoming proficient in the Guidewire product suite.

Certificates Licenses Registrations

Property/Casualty Insurance Agent License or the ability to obtain within 30 days from hire.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger handle or touch objects or controls; and talk or hear.
  
  

  What We Offer You:

  • Competitive Compensation & Benefits: Includes performance bonuses generous paid time off and a top-tier retirement program with 401(k) matching and additional company contributions.
  • Collaborative Culture: Work alongside talented passionate peers who value ownership and continuous learning.
  • Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
  • Great Place to Work Certified: Join a team recognized for an environment of innovation and growth.
    
    Accessibility and Accommodations
    We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process please let us know by contacting

Required Experience:

IC