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.
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