Training Specialist, New Business Operations

Overview

AAA Life is seeking a Training Specialist for our New Business Operations team that will be responsible for the administration of training and development of newly hired and existing associates for operational teams. Develops, designs, implements, evaluates and/or delivers programs, or coaching intended to provide instruction or to improve associate performance. 

 

Responsibilities

 

• Analyzes designs and creates new training modules using a variety of media or instructional delivery methodologies.
• Develops performance support tools (instructional aids and self-instructional materials).
• Prepares Design Documents and Content Outlines.
• Advises management as to the progress associates are making regarding training and orientation initiatives and makes recommendations for enhanced or additional training.
• Designs and applies assessment tools to measure training effectiveness.
• Cross -trains existing associates to expand their knowledge of other products/procedures/ systems in order to promote first call resolution and overall customer satisfaction.
• Conducts refresher/enhancement training to further develop existing knowledge and skills in order to ensure accuracy in communication and processing.
• Consults with other business units in developing and/or recommending strategies to increase associate performance.
• Provides advice, guidance and assistance to other area staff regarding training.
• Participates in the review of existing programs and processes to ensure appropriateness and effectiveness.  Recommends modifications and makes revisions.
• Develops schedules and coordinates presentation of courses.
• Performs routine maintenance and administration of computer-based training programs and resources.
• Updates and distributes departmental procedures within 48 hours of change to ensure compliance and conformity of changes.
• Research, designs or revises instructional methods or materials based on changes in the environment (e.g. insurance industry, contact center, systems, etc.).
• Evaluates and provides feedback on programs or systems being considered for purchase or lease.

Qualifications

• Bachelor’s degree in Instructional Systems Design (ISD), Insurance, Business, Education, or related field. (Preferred)
• LUTCF, CLU, CFP, ALMI Designations preferred
• Minimum 2 years’ experience in a training and process development role.
• Intermediate knowledge of MS Office software such as Excel, PowerPoint, and MS-Project, or an equivalent project tracking tool