Customer Service Training Associate (Hybrid)

Customer Service Training Associate (Hybrid)

Job Description

We currently have an opportunity for a Customer Service Training Associate to join our Operations team in our Salem, VA office. The Customer Service Training Associate utilizes a variety of media to deliver training solutions which support achievement of operational and functional goals. This position is responsible for ensuring exceptional customer service to internal and external customers and the overall quality of services provided by the Operations support. The Customer Service Training Associate will consult with unit leaders and customers regarding employee capabilities and learning requirements.

Responsibilities:

• Develops and delivers individualized programs/curriculum utilizing a variety of media and applying adult learning and instructional design principles to team members.
• Conducts demonstrations and distribution/facilitation use of interactive materials to employees including refresher trainings.
• Communicates new information to team members including any clarifications to ensure comprehensive understanding.
• Maintains and updates training materials and documentation with any implemented changes or release notes.
• Gathers and analyzes feedback and changes to modify content as appropriate.
• Advises supervisors in determining appropriate improvements and workarounds based on pending systems changes.
• Partners with supervisor and Customer Service Analyst to develop or refine workflows.
• May field both calls and written correspondence (including e-mail) from agents, insureds and field office personnel.
• May respond to billing inquiries, including in-depth analysis of balances and preparation of payment and premium histories. Uses independent judgment within defined guidelines to appropriately resolve issues.

Requirements:

• Demonstrated proficiency with computer software including current Microsoft Office Suite and other data entry and spreadsheet applications and programs.
• Knowledge of all systems supporting the policy life cycle is essential; including but not limited to underwriting and billing systems.
• Must have very strong communication and information delivery skills.
• Must have strong analytical, decision-making, problem-solving, organizational and negotiation skills.
• Must be able to work independently and under strict timelines.
• Is required to work in a team environment and motivate others.

Education and Experience:

• High school diploma required with Associates degree preferred.
• 3-5 years customer service experience required; 3-5 years P&C insurance background, Commercial and Specialty Lines preferred.

Our salary ranges are determined by many factors including location, role, experience and skillset of the candidate. The following ranges displayed reflect the target base salary for new hires, but your recruiter will share more specific compensation information with you during the hiring process. The typical base salary range for this position is: $50,000 $68,000, based on the factors aforementioned. In addition to base salary, full time Intact employees are also eligible for bonus potential and a full range of benefits to include: 401(k) savings and annual contributions of up to 12% of annual salary, competitive paid time off programs, medical, vision and dental plans, mental health support programs, life and disability insurance, paid parental leave and a variety of voluntary benefits.

Job Number

2585BR

Division

Operations

Location

Salem VA

Location(s)

Salem VA

Country

United States

About Us

At Intact Insurance Specialty Solutions we are experts at what we do. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage thats aligned to our targeted customer groups. Today, we help protect over a dozen industries with tailored coverages and services.

Customer Service Training Associate (Hybrid) | Intact Insurance