Trainer-Customer Service (Remote)

Job Description:

Trainer-Customer Service (Remote)

Primary Duties & Responsibilities

The Customer Service Trainer is responsible for the training of all new employees and the continuing education of the current representatives. Monitors and reports the effectiveness of training on employees during the orientation period and for career development . Test trainees to measure progress and to evaluate effectiveness of training. The Customer Service Trainer will also be responsible for updating and maintaining the information held on the Customer Service Intranet site.Must keep abreast of all new products and changes within the company to keep the representatives up to date on all information.

Primary Duties & Responsibilities

• Training on all products and services associated with Customer Service for United American Ins., Liberty National Life, Part D and Globe Life and Accident Ins. Co.
• Conduct training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
• Author and implement department policies outlined by management regarding the handling of policyholder requests .
• Maintain and update intranet site with all necessary information (changes to processes/procedures, new features, changes to existing policies and/or new policies, etc.) utilized by Representatives.Notify the department of updates.
• Monitor and report training progress of new and existing trainees and inform management.
• Confer with management and supervisors to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies .
• Maintain access and templates for Customer Service department applications (CSE, Letter Writer, etc.)
• Ability to perform root cause analysis (RCA) of IT application issues for customer service to assist in resolution.
• Conduct user acceptance testing of Customer Service IT application to approve functionality changes/fixes.
• Provide support and training to other departments (Legal, Retention, etc.) regarding Customer Service IT applications and policy information.
• Ability to implement process improvement initiatives outlined by management.
• Ability to author and maintain insurance plan information provide by actuary.
• Conduct regulatory research and work with legal and compliance to maintain regulatory compliance for life, health and Part D process, policies, and procedures.
  
  

Required Skills

Knowledge, Skills, & Abilities

• Must be familiar with products of all of the Torchmark Companies.
• Excellent oral and written communication skills with the ability to write routine reports and correspondence.
• Ability to speak effectively before groups of employees.Must have the ability to give honest and productive feedback.
• Able to function independently in a multi-task environment, as well as part of a team.
• Strong planning and organizational skills.
• Proven presentation/facilitation skills.f rontPage or HTML skills.
  
  

Applicable to all employees of Globe Life & Accident and its subsidiaries:

• Reliable and predictable attendance of your assigned shift
• Ability to work full time and/or part time based on the position specifications
  
  

Required Knowledge & Experience

Education & Work Experience Required.

• High school diploma or equivalent, college degree preferred.
• Previous training experience; or one-year related experience or equivalent of education and experience.
• One year of Customer Service experience required.
• Prior web development experience preferred.