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Customer Service Training Specialist
2 months ago
We are seeking a Customer Service Training Specialist to enhance our Operations team. This role focuses on utilizing diverse training methodologies to achieve operational excellence and meet functional objectives. The specialist will ensure outstanding service delivery to both internal and external stakeholders while maintaining the quality of operational support services. The position involves collaboration with unit leaders and stakeholders to assess employee capabilities and training needs.
Key Responsibilities:
- Designs and implements tailored training programs using various instructional media, adhering to adult learning principles.
- Facilitates interactive training sessions and refresher courses for team members.
- Effectively communicates updates and new information to ensure team comprehension.
- Regularly reviews and revises training materials to reflect any changes or updates.
- Collects and evaluates feedback to refine training content as necessary.
- Consults with supervisors to identify potential improvements and solutions based on system updates.
- Collaborates with supervisors and analysts to optimize workflows.
- Handles inquiries from agents and clients, providing assistance and information as needed.
- Addresses billing questions, performing detailed analysis and preparing necessary documentation.
- Proficient in Microsoft Office Suite and other relevant software applications.
- Comprehensive knowledge of systems involved in the policy lifecycle, including underwriting and billing.
- Exceptional communication and presentation skills.
- Strong analytical, decision-making, and problem-solving abilities.
- Ability to work independently while meeting strict deadlines.
- Experience in a collaborative team environment, with the ability to inspire others.
- High school diploma is required; an Associate's degree is preferred.
- 3-5 years of experience in customer service is required; experience in property and casualty insurance, particularly in Commercial and Specialty Lines, is preferred.
About Intact Insurance
At Intact Insurance Specialty Solutions, we pride ourselves on our expertise in the specialty insurance sector. Our in-depth knowledge of the market allows us to provide tailored solutions supported by effective risk management and claims services. Our dedicated team is committed to delivering insurance products that meet the unique needs of our diverse customer base.
