Michigan Farm Bureau Family of Companies · 2 hours ago
P/C Customer Service Training and Development Specialist
Lansing, MI
Full-time
Onsite
Entry, Mid Level
2+ years expMichigan Farm Bureau Family of Companies is seeking a P/C Customer Service Training and Development Specialist to design and implement training programs for the Property/Casualty Customer Service department. The role involves developing engaging training materials and continuously evaluating the effectiveness of training initiatives to enhance customer service delivery.
AgricultureFarming
Responsibilities
Design and maintain dynamic P/C Customer Service department training programs, including building and maintaining curriculums and a library of learning materials needed for P/C Customer Service department training
Collaborate with Subject Matter Experts (SMEs) and department leaders to identify training needs and develop customized training solutions for company projects and initiatives
Develop training programs for skill gaps, collaborate with trainers as needed, and gather feedback from leadership on employee performance
Manage the scheduling of all meetings and sessions in P/C Customer Service training programs including creating and maintaining sign-up methods for training programs. Track training progress for all P/C Customer Service team members
Develop metrics to evaluate the effectiveness of training programs. Make recommendations and implement improvements to training programs based on analysis of procedures, workflows, assessments, researched trends, and performance data
Collaborate and participate in project teams on Corporate training initiatives, representing P/C Customer Service training needs to design, develop, and deliver service training for company projects and initiatives
Provide ongoing support and coaching to P/C Customer Service Specialists to reinforce learning and development initiatives
Regularly update P/C Customer Service leadership regarding training plans for department team members
Assist in the onboarding process for new P/C Customer Service Specialists and provide training as needed. Facilitate meetings among new employees, trainers and leadership for status updates
Oversee the enrollment process for the P/C Resident Producer license course. Diligently monitor license statuses to ensure DIFS compliance
Provide innovative ideas for the PCCS training program’s strategic planning initiatives. Collaborate with stakeholders to outline the trajectory of our training initiatives
Work collaboratively with training teams from other departments
Research and keep abreast of industry trends and best practices in customer service training and incorporate new ideas and techniques into P/C Customer Service training models
Train and mentor P/C Customer Service Trainers
Complete other duties as assigned
Qualification
Required
Bachelor's degree required with focus on insurance, business administration, finance, training or management, or equivalent experience may be considered
Minimum two years of experience using Farm Bureau systems required
Training and coaching experience required
Proven experience in designing, coordinating, and delivering training programs in a corporate setting
Competent in adult learning principles and instructional design methodologies
Experience in computer usage and proven skills in Microsoft Office Professional Suite required
P/C Resident Producer license course to be completed within 6 months of hire
P/C Resident Producer license required to be obtained within 12 months of hire
Willingness to pursue continuing job-related training and education required
Preferred
Experience in insurance domain preferred
Designations in AINS, ACS, or AIS preferred
Benefits
Medical
Dental
Vision
401K
Company
Michigan Farm Bureau Family of Companies
Michigan Farm Bureau and the following Affiliated Companies constitute the Michigan Farm Bureau Family of Companies: Michigan Farm Bureau, Farm Bureau Mutual Insurance Company of Michigan, Farm Bureau Life Insurance Company of Michigan, Great Lakes Ag Labor Services, LLC, MFB, Inc., Michigan Agricultural Cooperative Marketing Association, Inc.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Scott Piggott
Chief Operating Officer
Patrick Carpenter
Managing Partner
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