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Training Specialist

Assurant Albany ,OR
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

 

Responsibilities

Program Support and Maintenance 15%

Under the guidance of Supervisor/Manager, develops programs that align to business priorities by:

  • Participating in needs assessments and gathering data to establish project scope and timelines; analyzing audience to determine best/new training strategy/tools through focus groups and one-on-one meetings.
  • Identifying content and learning material to develop programs that align to client specifications.
  • Assisting Supervisor/Manager to determine baseline for length of training to ensure employees have sufficient time to learn the information correctly. 
  • Developing or assisting in the development of course curriculum (scripting, lesson plans, job aids, activities, PowerPoints) for product knowledge, systems, and customer service, and implementing by due date.
  • Implementing improvements in current processes and procedures to ensure training curriculum is up to date and reflects Business strategy.
  • Processing content changes to Knowledgebases and submitting request to eLearning Developer for large code updates.
  • Ensuring adherence to legal, branding and compliance/regularly guidelines and/or other standards used throughout the enterprise. 
  • Informing Supervisor/Manager immediately upon learning of issues that may impact their effectiveness.
  • Participating and assisting in peer review process and piloting of new material.
  • Listening and evaluating calls to help determine the development of refresher training classes and the need to coach employees based on results of evaluation.
  • Spending at least four hours per month taking calls.

Facilitation 70%

  • Facilitates training for internal and external customers.  This includes, but not limited to, new hire training, Webinars, departmental workshops and refresher workshops.
  • Conducts product, system, customer service and sales training.
  • Assists in new client program launches.
  • Facilitates RAMP week activities and coordinates with Quality Assurance and other areas to ensure call center agents are ready to successfully transition to the floor.
  • Provides “on-the-floor” support after program launches to ensure agents have the necessary support and guidance.
  • Maintains close contact with call center supervisors and managers to anticipate needs and make recommendations for additional training support.
  • Completes all training as assigned by specified dates and achieves satisfactory feedback from participants.

Process Management 10%

  • Coordinates class schedules with appropriate parties.
  • Orders supplies for classes prior to start date.
  • Ensures classroom equipment is tested and working properly prior to class start date.
  • Conducts online surveys for courses.
  • Maintains training records to include all attendance and system issues.
  • Records all test scores within one week of class completion.
  • Stays abreast of campaign changes and alerts Managers to ensure that training is alignment with client’s policies and guidelines.
  • Consistently models core competency behaviors.
  • Informs customers of unavoidable delays.
  • Ensures that work requests are documented, tracked, stored, maintained and archived in accordance with company policy.
  • Enters project time into tracking system on a daily basis.

Self Development 5%

  • Maintains product knowledge and keeps current with processes and procedures at all times.
  • Participates in all learning events conducted by the Client Training Services team.
  • Proactively seeks opportunities for self-development using external/on-line resources.

Experience:

  • One to two years facilitation experience in customer service and systems or related area.
  • One to two years call center experience or related area.

Knowledge and Skills:

  • Strong technical writing, interpersonal, and communication skills
  • Professional verbal and written communication skills
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of compositions, and grammar.
  • Ability to communicate information and ideas in writing as appropriate for the needs of the audience
  • Ability to work independently or as part of a team
  • Applies advanced problem solving skills and techniques / proactive problem solving
  • Ability to multitask, including managing multiple complex projects
  • Active listening skills
  • Ability to observe, receive and otherwise obtain information from all relevant sources.
  • Organizational skills
  • Attention to detail
  • Ability to stand for long periods of time.

Travel/Shift work:

  • Minimal travel
  • Some new hire classes may require flexible shifts such as Tuesday-Saturday or evening hours (i.e., 11am-8pm).

Preferred Experience, Skills, and Knowledge

Education:

AA degree or equivalent work experience.

Knowledge and Skills:

  • 3 years basic support of eLearning development programs using Articulate Suite.           
  • Strong implementation project management skills

Experience:

3-5 years of professional experience in the function or similar activity outside the organization.

Company Description
Assurant 125-year old, $8 billion, publicly traded global business-to-business company headquartered in Atlanta with four major services divisions that provide a diverse set of risk management solutions. NYSE: AIZ. 15,000 employees. North American business is the Assurant’s chief market space, but they do business in 21 countries. Fortune 500 corporation. CEO: Alan Colberg (95/100).

Insurance benefits: Healthcare from Day 1 with BCBS or Anthem, matching 401K plan dollar for dollar on the first 6%, 19 days PTO for exempt and 15 days PTO for non-exempt, 10 regular holidays, 2 floating holidays, tuition reimbursement, employee discount stock purchase and bonuses.

Assurant

Why Work Here?

Corporate culture, tenured employees, outstanding benefits, excellent long term career opportunities and CEO ranked 95 out of 100

Assurant 125-year old, $8 billion, publicly traded global business-to-business company headquartered in Atlanta with four major services divisions that provide a diverse set of risk management solutions. NYSE: AIZ. 15,000 employees. North American business is the Assurant’s chief market space, but they do business in 21 countries. Fortune 500 corporation. CEO: Alan Colberg (95/100). Insurance benefits: Healthcare from Day 1 with BCBS or Anthem, matching 401K plan dollar for dollar on the first 6%, 19 days PTO for exempt and 15 days PTO for non-exempt, 10 regular holidays, 2 floating holidays, tuition reimbursement, employee discount stock purchase and bonuses.

Address

Albany, OR
USA