Learning Specialist - Virtual - Insurance Support (Licensed Required)

About Us

Employees can work remotely

Foundever is seeking a leadership-oriented and self-motivated person to join us as an Learning Specialist to conduct classroom style training to a team of licensed / unlicensed agents.

This is a fully remote role!

We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Primary Job Responsibilities :

This position is responsible for creating curricula to support agent-level training for multiple clients in a site, or multiple virtual clients by performing the following duties and ensuring required standards of training set by the client(s) and North America Learning Services are achieved and maintained.

This position includes designing, developing and implementing account-specific training for Foundever customer support agents using diverse methods including classroom instruction and e-learning.

It also includes the creation of standard operating procedures and workflows, training guides, assessments, surveys, user manuals and other communication materials as needed

Job Summary

Adherence to FOUNDEVER policies on ethics and integrity.

Deliver and facilitate classroom instruction ensuring employees can successfully perform required job duties and meet key performance indicators for their respective client.

Demonstrates effective communication, presentation, questioning, conflict resolution, and employee management skills.

Lead, inspire and provide positive and constructive coaching and feedback to learners.

Convert instructor-led training into learner-led facilitation engaging all employees for a minimum of 80% of their learning.

Document and address attendance, adherence, performance and behavioral issues and understand when to escalate to a manager or human resources.

Responsible for ensuring all employees that graduate from classroom training are able to effectively handle customer contacts creating positive customer satisfaction and brand loyalty while meeting contractual compliance and metric requirements.

Prioritize workload, complete reporting / administrative tasks during learner's self-study or small group exercises to meet deadlines.

Administer effective evaluation and testing techniques to assess trainee performance.

Assure preparation and ongoing maintenance of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools.

Qualifications

• Our most successful candidates will have : - A minimum of 2 years' experience conducting classroom style training (preferably in a BPO / Call Center environment) - Experience and knowledge in Insurance - Demonstrated leadership skills;
• the ability to take the lead in making improvements and resolving issues - Strong verbal and written communication skills;
• the ability to communicate in a clear, constructive, and professional manner - Strong customer-orientation when managing communications and issues - The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives - A pro-active attitude towards developing trust and professional rapport with employees and team members;

the ability to be a team-player. Must hold a Personal Lines OR Property & Casualty OR Life & Health insurance license AND / OR Adjustor license.

Proof of license should accompany the application.

We are looking for those who are already in an Learning Specialist role today.

Primary Job Responsibilities

Using Subject Matter Expertise, create content for training courses using instructional design techniques

Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy, effectiveness and update and improve as needed.

Complete Training Needs analysis as needed and provide impactful solutions.

Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.

Communicates with management, support agents, and client representatives using professionally written email, letters and memos.

Mentors and provides customer support, escalation support or coaching during nesting or extended periods of time when not engaged in classroom instruction.

Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or FOUNDEVER Learning Services or Compliance Teams

Meet monthly expectations with respect to handling agent tasks and meet program metrics to maintain subject matter expertise and bring this experience into the classroom

Assist with leading corporate training initiatives

Skills / Knowledge / Abilities

Education

Experience Target

Specialized Certifications