National General Insurance
The Learning & Development Specialist is responsible for facilitating training classes for Operations personnel; both new hire training and continuing education for existing team members.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Facilitate training classes for new hire employees and existing employees
Develops curricula, course outlines, instructional methods, training aids, manuals, and other materials
Deliver training in a classroom and online
Evaluates and analyzes training needs
Develop training materials, updates existing materials and procedures
Monitor and tracks employee progress during training and lab including live call monitoring, adherence and providing feedback to the employee
Answer employee questions, both in lab and on QQ when needed. Works with employees to resolve processing problems.
Assist in the development of the training calendar and participating in focus and implementation groups
Communicate to management regarding issues affecting the performance of the staff or customer satisfaction.
Continuously consider process improvements and implement best practices
Identify training needs and evaluate current training methods to maximize individual performance and unit flexibility
Coach and provide leadership in team, daily support to team members with issues; motivates others to excel
Promote teamwork through consistency, reliability and group cohesiveness
Require a high degree of initiative, mature judgment and discretion
Effectively communicate within Policy Operations with other business partners and third parties
Handles situations independent of a Manager with ability to resolve conflicts and empathize with customers. Has the ability to handle irate callers and escalated situations
Provide superior service by delivering a WOW experience for both independent agents and VelaPoint Insurance customers
Shares feedback when training opportunities are identified
Effectively communicates through oral and written communication
May be responsible for assisting in some training outside the department and/or Company when requested. This may include training at other call center sites within Operations.
This role requires flexibility to travel up to 75% of working time during peak seasons
Minimum Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or general education degree (GED)
Minimum of 3 years work related experience in Medicare insurance sales.
Must possess strong facilitation skills in training development, curriculum design, course evaluations, and needs assessment
Demonstrate expert quantitative/technical skills for analyzing quality results and offering feedback to improve results
Demonstrate exceptional leadership, diplomacy, and coaching/mentoring skills
Must possess effective verbal and written communication skills
Demonstrate proficiency in processing and customer service functions
Proficient in Microsoft Office Suite (Word, Excel, Outlook)
Works independently with little supervision
Ability to successfully complete HIPPA certification annually (Health)
Demonstrate appropriate soft skills necessary for successfully supervising work unit
Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
Candidates must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
Demonstrated integrity within a professional environment
Ability to adapt to new situations and learn
Ability to multi-task and manage several systems on a daily basis
Demonstrate excellent problem solving and decision making skills
High degree of dependability, motivation and flexibility
Strong attention to detail
Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
Associates or Bachelor Degree, or equivalent leadership experience preferred
3 years of in-classroom training facilitation
Ability to type a minimum of 30 words per minute
Previous experience in insurance customer service with health, accident, life and any other supplemental health insurance products is preferred
Active Health & Life License preferred
About National General Holdings:
National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A - (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.
National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!
Companies and Partners
Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.
In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:
- Paid Training
- Medical, Dental, Vision benefits
- Wellness Programs
- Life and Short/Long Term Disability Insurance
- 401k w/ Company Match
- Company Paid Holidays & Generous Time-off policy
- Employee Discount Program
- Career Advancement and Development Opportunities
- On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
- On-site Fitness Center (Cleveland and Dallas offices)
- Subsidized parking (Cleveland office)
National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.
In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at **************. -
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National General Insurance
Website : http://www.nationalgeneral.com/
We believe there's more to auto insurance than coverages and claims. At National General Insurance, we start with experience – yours. We're guided by your unique needs, translated into the policy that works best for you, your family and the vehicles you drive. Our job? To give you the benefits of our experience. More than 60 years of it, grounded in the automotive industry. We take pride in the insurance products and services we offer, designed to give you the best possible auto insurance coverage – affordably – from your first car to your 21st. We are committed to your complete satisfaction. And if you do need to make a claim, we'll handle it as quickly, professionally and gently as we can. We don't just want to “get” your business. We want to keep it.