Training Specialist

Omaha, Nebraska
Not Specified
Sep 23, 2016
Nov 22, 2016
Customer Service
Job Type
Not Specified
Career Level
Not Specified
  • Analyzes designs and creates new training modules using a variety of media or instructional delivery methodologies.
  • Develops performance support tools (instructional aids and self-instructional materials).
  • Prepares Design Documents and Content Outlines.
  • Delivers courses for employees with special emphasis on customer service skills, sales, product knowledge, and system navigation and usage; including training for Salesforce, Sales Best practices, New Agent Training, Customer Service, and AAA Life Systems.
  • Conducts DSU and Member Services Orientation sessions for new associates.
  • Conducts New Hire training classes in a comprehensive manner to ensure DSU and Member Services associates can contribute immediately upon going to production.
  • Advises management as to the progress associates are making with regard to training and orientation initiatives and makes recommendations for enhanced or additional training.
  • Designs and applies assessment tools to measure training effectiveness.
  • Cross -trains existing associates to expand their knowledge of other products/procedures/ systems in order to promote first call resolution and overall customer satisfaction.
  • Conducts refresher/enhancement training to further develop existing knowledge and skills in order to ensure accuracy in communication and processing.
  • Consults with other business units in developing and/or recommending strategies to increase associate performance.
  • Provides advice, guidance and assistance to other area staff regarding training.
  • Participates in the review of existing programs and processes to ensure appropriateness and effectiveness. Recommends modifications and makes revisions.
  • Develops schedules and coordinates presentation of courses.
  • Performs routine maintenance and administration of computer-based training programs and resources.
  • Updates and distributes departmental procedures within 48 hours of change to ensure compliance and conformity of changes.
  • Researches, designs or revises instructional methods or materials based on changes in the environment (e.g. insurance industry, contact center, systems, etc.).
  • Evaluates and provides feedback on programs or systems being considered for purchase or lease.
  • Attends meetings, functions, and seminars in order to keep current on changes in the field of workplace learning and the Insurance Industry.
  • Must be able to maintain a flexible work schedule in order to meet business needs.
  • Other duties as assigned.
  • Bachelor's degree in Instructional Systems Design (ISD), Insurance, Business, Education or related field.
  • LUTCF, CLU, CFP, ALMI Designations preferred
  • Minimum 2 years' experience in a training and process development role.
  • Life Insurance sales and strategies experience; Life Insurance Agent recruiting experience a plus.
  • Knowledge of life insurance products and insurance industry operations required
  • Intermediate knowledge of MS Office software such as Excel, PowerPoint, and MS-Project, or an equivalent project tracking tool