The Customer Service Trainer is responsible for the training of all new employees and the continuing education of the current representatives. Monitors and reports the effectiveness of training on employees during the orientation period and for career development. Test trainees to measure progress and to evaluate effectiveness of training. The Customer Service Trainer will also be responsible for updating and maintaining the information held on the Customer Service Intranet site. Must keep abreast of all new products and changes within the company to keep the representatives up to date on all information.
Primary Duties & Responsibilities
- Training on all products and services associated with Customer Service for United American Ins., Liberty National Life, Part D and Globe Life and Accident Ins. Co.
- Conduct training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge both in person and virtually.
- Implement department policies outlined by management regarding the handling of policyholder requests.
- Maintain and update intranet site with all necessary information (changes to processes/procedures, new features, changes to existing policies and/or new policies, etc.) utilized by Representatives.
- Professionally handle high-stress situations according to company guidelines.
- Strong people skills with the ability to motivate and promote a good working environment.
- Make updates to the training curriculum as needed and design changes to continuously improve content and effectiveness.
- Monitor and report training progress of new and existing trainees and inform management.
- Maintain access and templates for Customer Service department applications (CSE, Letter Writer, etc.).
- Ability to perform root cause analysis (RCA) of IT application issues for customer service to assist in resolution.
- Provide support and training to other departments (Legal, Retention, etc.) regarding Customer Service IT applications and policy information.
Required Skills
- Must be familiar with products of all of the Globe Life Companies.
- Excellent oral and written communication skills with the ability to write routine reports and correspondence.
- Ability to speak effectively and professionally before groups of employees with the ability to give honest and productive feedback.
- Able to function independently in a multi-task environment, as well as part of a team.
- Strong planning and organizational skills.
- Proven presentation/facilitation skills in person and virtual environments.
- Proficient in Microsoft Office and adaptability to changing environments and work processes.
Required Experience
High school diploma or equivalent. College degree preferred.
Previous training experience; or one year related experience. Or equivalent of education and experience.
One year of Customer Service experience required.
Minimum Education
- Graduate of an Approved School of Nursing.
Required Licenses
- Registered Nurses licensed in the State of Kentucky or compact state.
- BLS certification – American Heart Association (Healthcare Provider) or American Red Cross (Healthcare Provider) required, must be current.
- ACLS Certification required, must be current.
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