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Claims Learning and Development Consultant

3 months ago

Irving, Texas, United States Allstate Insurance Company Full time

At Allstate, great things happen when our people work together to protect families and their belongings from lifes uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

The Learning Consultant II is responsible for the delivery of a broad scope of learning initiatives to internal clients. The Consultant will develop, plan, and evaluate learning and development training programs and activities to meet organizational requirements. The individual will collaborate with key stakeholders to design and deliver innovative solutions that support the organizational learning process. Uses learning and development knowledge to recommend viable solutions and options to client groups, helping them achieve business goals.

Under limited/minimal supervision, this individual is responsible for assessing complex and occasionally highly complex training needs, developing, leading and facilitating formal claim training workshops designed for new property adjusters (both inside and outside adjuster roles). These workshops are hosted virtually or in person. The individual is responsible for leading facilitated discussions and directs students in various hands-on, immersive experiences related to the students' newly appointed role. The individual instructs and coaches students on empathic communication skills and other technical duties, administers tests, and grades student performance. The individual also may act as a back-up instructor for other Claims disciplines to which they are not regularly assigned. The individual also delivers compassionate service that is fast, fair, and easy, to ensure customer retention.

.

Key Responsibilities:

  • Delivers multiple training modules, interactive sessions, planning and preparation through a variety of mediums, including in person, pre-recorded, or via virtual meetings
  • Coaches students one-on-one as they work through hands-on exercises
  • Identifies and recommends content to meet unit needs for training and development to management
  • Frequently participates in design meetings as a subject matter expert on training content
  • Evaluates and adapts broad-level training modules as necessary to meet various training needs
  • Assesses participant's individual learning and recommends to employee and/or manager action or training needed to help improve understanding
  • Coordinates the initial set-up of classes, which includes reviewing the class list and preparing materials for the class
  • Provides recommendations for content updates in the knowledge system (ex. Right Answers) and supports users on how to use the knowledge system and LMS
  • Builds relationships to provide on-going consultation; Actively works to ensure that learning practices are understood and supported consistently within the learning offerings
  • Occasionally contributes as Subject Matter Expert to current training programs; contributes to organizational strategies and provides improvement recommendations; occasionally supports projects in partnership with other AORs
  • Oversees employee issues and concerns while in training as it relates to employee well-being
  • Occasionally contributes to the development including mentoring of peers, and design of new course material for training/employee development to support the organizational goals and objectives. Occasionally involved in Train the Trainer sessions to upskill peers
  • Researches and responds to complex customer communications, concerns, conflicts or issues
  • Maintains inventory of training programs and formal training received by personnel
  • Supports users on how to use the Knowledge Library
  • Participates in quarterly audit and quality reviews of learning systems
  • Actively participates in the delivery of core Talent & Leadership Effectiveness initiatives; Work with clients to gain in-depth knowledge and understanding of client business initiatives

Desired Characteristics:

  • Facilitator: Delivers advanced knowledge of training & facilitation with the adult learner
  • Self-motivated learner: Continuously seeks knowledge of insurance policy, coverage, claims processes, policies, procedures, claims systems, coverage, liability damage estimating and/or settlement, and adherence to applicable legal compliance standards
  • Coach: Ability to interact effectively, and coach others on interacting effectively, with internal and external customers and act with empathy
  • Leadership: Engage and empower students to deliver a positive claims experience
  • Strong communicator: Strong written and oral communication skills; ability to engage and persuade, able to negotiate and arbitrate
  • Innovative: Seeks new ways to drive change and improve processes
  • Problem solver: Applies highly advanced knowledge of problem solving skills to continuously improve business outcomes
  • Advanced knowledge of claim estimating software and tools (e.g., Xactimate)
  • Influencer: Displays confidence and is able to effectively persuade others
  • Critical thinker: Ability to investigate, evaluate and settle highly complex claims
  • Able to navigate conflict management and problem resolution skills in managing internal and external customer relationships

Knowledge/Skills/Abilities/Experience:

  • Hybrid position - Reporting to our Irving, TX office
  • Max travel potential:40%
  • Advanced knowledge and 2 years of experience in the property damage (i.e., residential) estimating and/or construction industry is required. Outside Adjuster or NCT experience required.
  • If necessary, performs field travel to support effective delivery of programs
  • Bachelors degree in related field preferred or equivalent experience
  • Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • Advanced knowledge and 2 years experience in using claim estimating software/tools (e.g., Xactimate)
  • Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • Knowledge on Property estimating tools, systems, processes, and standards
  • Knowledge of Property policies and coverages

Notes:

The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.

Skills

Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented

Compensation

Compensation offered for this role is $50, ,988 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Joining our team isnt just a job its an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.

Youll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, weve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.

Good Hands. Greater Together.

Allstate generally does not sponsor individuals for employment-based visas for this position.

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