The Training and Development Specialist position will assist with training of new, existing and/or acquired J&J employees, manage Quality Control Audits, Production Reports and Standard Operating Procedures, participate in the testing of new and/or enhanced J&J programs/applications prior to implementation and review new and/or current procedures for efficiencies and process improvements. When deemed necessary these responsibilities could also include aiding within Customer Care, Policy Services and/or Mail Services in addition to any general job duties listed below.
Job Responsibilities:
- Conduct, consolidate, log and distribute daily Quality Control Audits within Policy Services, Mail Services and Customer Care
- Run, consolidate, log and distribute weekly Production Reports within Policy Services, Mail Services and Customer Care
- Create and maintain Standard Operating Procedures (aka: SOPs) and any other documentation and/or training materials needed within Policy Services, Mail Services and Customer Care
- Collect data needed to validate the time needed to complete individual tasks for production goals and the need for FTE’s
- Collaborate with department managers to develop individual employee education and/or skill development needs
- Create and maintain training schedules for trainees
- Assist department leads and/or managers with eliminating roadblocks and finding efficiencies within processes and procedures
- Encourage and assist employees in self-improvement/development planning
- Provide managers with feedback regarding employee efforts and accomplishments during training
- Coordinate and assist with testing of new and/or enhanced system platforms prior to implementation
- Assist programming with work order resolutions to system and/or programming errors
- Train department teammates on training methods
- Assist with employee evaluations for placement prior to and/or during acquisitions
- Coordinate with department managers to assist with the onboard training of new and/or acquired employees
- Navigate and understand various Standard Operating Procedures (aka; SOPs) within Policy Services, Mail Services and Customer Care to assist with duties upon request and/or need in order to maintain J&J’s company service standards promise to our customers every week
- Ensure electronic file integrity and ability to maintain confidentiality
- Import emails received and/or sent to customers to document information provided during email correspondence with the customer
- Effective communication with owners, department managers, staff and teammates
- Annual 16 hour continuing education encouraged
Education and Work Experience:
- High School Diploma or equivalent
- Minimum of six months to three years within related insurance field and/or training background required. Clerical, customer service and/or data entry experience preferred but not required.
Knowledge Skills & Abilities:
- Strong ability to communicate clearly by written and/or verbal communication skills
- Exceptional interpersonal skills including a positive and welcoming attitude
- Capacity to analyze information and mathematical aptitude
- Ability to learn and explain various issuance/rating systems and/or new tasks when necessary quickly, efficiently and accurately
- Ability to learn and explain underwriting, forms and rate/rule manuals within authority level
- Capacity to utilize on-line reference manuals and/or SOPs
- Research skills and confidence with problem solving skills
- Ability to type 30-50 WPM
- Ability to type accurately, organize and present information in a neat and effective manner
- Ability to manage multiple tasks, deadlines and exercise good judgment while paying attention to details
- Ability to handle difficult customers/employees with confidence
- Willingness to learn and ability to take initiative by self-motivation
- Knowledge and experience with Microsoft Office Suite (word, excel, PowerPoint, outlook)
- Ability to stay within authority level restraints o Responsible Workflows per authority levels:
? Specialist I
- General Correspondence workflow
- Endorsements (non-money) workflow
- Cancellations workflow
- Reinstatements workflow
- Renewal Issuance workflow
- Binder Follow ups/Diary workflow
- State Reporting workflow
- Certificate of Insurance workflow
- Loss Runs workflow
- Renewal Offer/Solicitation workflow
? Specialist II
- All noted above under I in addition to;
- Binder workflow
- Money Endorsements workflow
- New Business Issuance workflow
? Specialist III and IV
- All noted above under I and II in addition to;
- Cancel/Rewrites
- Out of Sequence Endorsements
Typical Physical Demands:
- Requires the ability to sit or stand for long periods of time, occasional stooping, and reaching
- May require lifting-up to 25 pounds
- Requires normal range of vision and hearing with or without accommodations
Career Path from level I to IV:
- Determined by; confidence level and comprehension within Knowledge Skills and Abilities and Job Responsibilities, self-motivation, completed education requirements, contributions to the team and/or tenure within the role.
About Organization
Founded in 1930, Johnson & Johnson, a family owned and operated business, has the experience of the past with a vision for the future. Our business is built on a foundation of long-term relationships with our agents and companies. We are a technology and service driven sales organization committed to writing business with our agency partners. We are embedded in your community with state and territory managers allowing us to better understand your needs and to help grow your business.
Our people, service promise, products, and long-term committed agency partnerships, provide us with a vision for the future and enable us to find solutions to grow your business.
