Training Specialist

About the role

We are looking for a highly capable Training Specialist to join our team and work from our Omaha office. We work together in the office five days a week in order to strengthen our culture, build team connections, and drive profitability. This position reports into a Claims Director, who works from our Omaha, NE office.

Responsibilities

• Develops, directs, and implements formalized training programs for entry-level and current staff training programs, activities, and continuous development efforts for personal and commercial auto property damage adjusting staff.
• Develops and maintains training resources and materials include organizing reference material, multimedia visual aids, eLearning, and other resources.
• Trains procedures and technology implemented within an operational area, including new-hire training, incumbent, and regular and routine training.
• Facilitate live and online training sessions, managing classroom dynamics, and adapting delivery styles as needed.
• Coaches, develops, and supports employee development in correlation with the individual’s training; evaluates progress and provide recommendations for improvement.
• Develops, directs, and instructs certification programs entry level and advanced to ensure team employees have the tools and knowledge to effectively handle their areas of work.
• Analyzes information gained during training (such assessments, routine feedback, surveys, performance, etc.) to detect potential program revisions and improvements in order to continuously improve training effectiveness.
• Provides regular reports for managers on employees going through training programs gauging employee progress and comprehension of material.
• Led the development of evaluations, surveys and other tracking mechanisms and solicit feedback from our employees for current processes, projected changes, and other factors.
• Recommends improvements to processes, resources or training and provides input as needed.
• Designs, develops, and maintains certain systems, such as SharePoint sites, which facilitates information for proper procedures and practices, quality guidelines, tracking of Continuing Education, licensing, and providing useful links to work-related data.
• Maintains the department’s knowledge-based materials, including procedures, process documentation (SOX), SharePoint sites, MS Teams, and business continuity.
• Leads and participates in special projects for departments as required.
• Works collaboratively with management/leadership to assist in mentoring employees, identifies and reports performance issues, collaborates to develop training solutions, and updates on employee progress.
• Designs, develops, recommends, and implements training based on needs identified and communicated by management.
• Collaborates with other business areas and/or vendors as needed (e.g.; provides support for training events, conferences, seminars, system implementations, and/or connected business functions).
• Aids in mentoring and developing lower-level trainers, identifying and reporting employee/trainee performance issues; collaborate to develop training solutions; update on employee progress.

Qualifications / Experience

• A broad theoretical knowledge of corporate training and adult learning and Personal and Commercial Auto Property Damage claims, as well as an exceptional customer service focus, typically achieved through: Bachelors’ degree from an accredited school required (preferably in Education, Learning & Development, Communications, or equivalent); Two or more Applicable designations or Certifications [in Instructional Design, Customer Education, or Learning & Development (preferred), such as ATD Master Trainer, Associate Professional in Talent Development (APTD), Certified Professional in Talent Development (CPTD) or in claims or insurance] or four additional years of experience in excess to the two listed below can be substituted in lieu of a bachelor’s degree.
• At least two combined years of experience in either 1) customer education, enablement, instructional design, or training, preferably in a Property & Casualty and/or Commercial or Personal Auto Property Damage Claims environment, and/or 2) Commercial and Personal Auto Property Damage claims adjudication in roles that include mentoring or training others.
• Experience designing and scaling education programs aligned to the customer lifecycle that drive measurable product adoption and customer outcomes strongly preferred.
• Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Farm Family and our customers’ ability to be profitable).
• Ability to regularly exercise discretion and independent judgment with respect to matters of significance. This role primarily faces problems and issues that are difficult and require an understanding of a broader set of issues.
• Proven ability to consistently produce and deliver expected results to all stakeholders by: Finding a way to achieve success through adversity. Being solution (not problem) focused. Thinking with a global mindset first. Successful traits (flexibility, ability to thrive in change, being resourceful on your own) necessary to work in a fast paced environment that is evolving constantly.
• Exhibit natural and intellectual curiosity in order to consistently explore and consider all options and is not governed by conventional thinking. Uses listening and questioning techniques to effectively gather information from insureds and witnesses.
• Effective time management skills and ability to prioritize workload while handling multiple tasks and deadlines.
• Demonstrates inner strength. Has the courage to do the right thing and demonstrates it on a daily basis.
• Proficient in MS Office Suite and other business-related software.
• Polished and professional written and verbal communication skills in order to present information accurately and effectively.
• The ability to read and write English fluently is required.
• Must demonstrate a desire for continued professional development through continuing education and self-development opportunities.

Qualifications / Experience Preferred

• Knowledge of developing e-learning modules or experience with various training systems, software (Camtasia, LMS (workday), Articulate 360, etc.) preferred.
• Familiarity with LMS platforms (specifically workday), digital learning tools, CRM systems, and knowledge management platforms preferred.
• Working knowledge of Guidewire ClaimsCenter strongly preferred.
• Expertise in negotiating and coverage analysis.