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Training Specialist

Company: NSM Insurance Group, LLC
Location: Cherry Hill
Posted on: June 16, 2022

Job Description:

Overview:At American Collectors Insurance (ACI), we offer members peace of mind through industry-leading insurance protection for appreciating collector vehicles and collectible items in the home that have special historical, sentimental, or financial value to the customer. Our company mission is to "Embrace, Protect, and Expand the Collector Community".
American Collectors Insurance (ACI), a division of NSM Insurance Group, is looking for a Training Specialist to join our Training Team at our Cherry Office (flex schedule 2-3x a week in office)! This role will include in-person and remote training of employees (travel between PA and NJ offices is necessary).
As the Training Specialist, you will be primarily responsible for sales training for a nationwide Collector Car Insurance program. **Previous sales/insurance and call center experience is highly preferred.Responsibilities:

  • Act as the first point of contact for new hires during the TIP period, help them adjust to their position and understand the company's policies and procedures.
  • Assist with set up/testing of new hires and training as needed to ensure all hardware and systems are working properly.
  • Facilitate classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures
  • Clearly explain company procedures and accurately relay company mission to staff members during training. Finds new ways to be more effective in the delivery of the training to the agents including learning new techniques to improve classroom facilitation skills
  • Ensure that all contact center and customer-facing staff are properly trained in both content knowledge and customer service skills and provides feedback on their performance. Monitor training and productivity metrics so that quality objectives are met for individuals in the TIP period.
  • Responsible for bringing the need to Training Team Lead's attention and implementing the training programs to improve daily operations and assist with onboarding of new initiatives
  • Identify areas that may require retraining and work with the Curriculum Development Analyst (CDA) during the TIP period to retrain on policies, procedures, systems, soft skills etc. as needed. Identify gaps and inconsistencies with the curriculum and work with the CDA to remedy the gaps with recommended changes to the plan.
  • Monitor agent calls and agent performance to identify training gaps. Perform regular call audits and shadow phone calls as needed to evaluate how the new hires are absorbing the new material and report the results to the Training Team Lead. Continue coaching all representatives after the TIP period as needed to improve upon their underwriting and sales skills.
    • Coach trainees on methods to handle calls confidently, successfully process service requests, disposition calls, maintain phone etiquette during calls, gather necessary underwriting information, and improve outcome on sales calls
    • Ensure consistency with the customer-first culture while ensuring all compliance and company policies are being met.
    • Maintain confidentiality and security of sensitive data and reports including personnel data and financials.
    • This training may occur remotely however is typically done on campus at any of the NSM offices.
    • Performs other duties as assigned.
    • #LI-ST1Qualifications:
      • High school diploma (or equivalent) with two years of underwriting or team supervisory experience, required
      • Associates or 2 year degree, preferred
      • Insurance license and professional designations (or obtain within 90 day of employment.)
      • Excellent verbal and written communication skills.
      • Coaching or training experience

Keywords: NSM Insurance Group, LLC, Cherry Hill , Training Specialist, Other , Cherry Hill, New Jersey

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