Training and Development Specialist

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 FTE’s • 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 self-improvement/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&J’s 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 on-line reference manuals and/or SOPs • Research skills and confidence with problem solving skills • Ability to type 30-50 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 self-motivation • 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 (non-money) 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 lifting-up 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, self-motivation, completed education requirements, contributions to the team and/or tenure within the role. Apply Job!