P/C Customer Service Trainer - Michigan Farm Bureau Family of Companies

P/C Customer Service Trainer Objective

To develop, maintain, and deliver training for recently hired and existing team members of the P/C Customer Service department, to provide consistent skills and knowledge needed to provide quality service in line with the departmental vision. To work with project teams to design, develop, and deliver service training for company projects and initiatives that impact the P/C Customer Service department. Deliver comprehensive training programs to our newly hired team members and contracted service personnel. Offer ongoing support to all team members, utilizing our Learning Management System (LMS) and virtual and in-person training sessions. 
 
Provide cross-training to service and support team members, utilizing LMS, virtual and in-person training. 
 
Serve as a hands-on side-by-side trainer, actively engaging in phone calls or chats alongside Customer Service Specialists to offer real-time guidance and support during training sessions. Deliver immediate feedback and coaching to trainees to enhance their skill development. 
 
Cross-train other trainers on training curriculum. 
 
Communicate regularly with P/C Customer Service leadership regarding training progress for service and support team members. 
 
Create and develop learning materials needed for service and support training. Maintain the library of department training materials to ensure they are accurate. 
 
Gather and monitor feedback on training, using the information to adjust and make improvements in our current training model. 
 
Provide innovative ideas for the PCCS training program’s strategic planning initiatives. Collaborate with stakeholders to outline the trajectory of training initiatives. 
 
Participate in project teams, representing P/C Customer Service training needs. 
 
Deliver company project and initiative training to P/C Customer Service, alongside Subject Matter Experts (SMEs). 
 
Work collaboratively with training teams from other departments to brainstorm ideas and streamline training programs. 
 
Complete other duties as assigned. 

P/C Customer Service Trainer Responsibilities

Deliver comprehensive training programs to our newly hired team members and contracted service personnel. Offer ongoing support to all team members, utilizing our Learning Management System (LMS) and virtual and in-person training sessions. 
 
Provide cross-training to service and support team members, utilizing LMS, virtual and in-person training. 
 
Serve as a hands-on side-by-side trainer, actively engaging in phone calls or chats alongside Customer Service Specialists to offer real-time guidance and support during training sessions. Deliver immediate feedback and coaching to trainees to enhance their skill development. 
 
Cross-train other trainers on training curriculum. 
 
Communicate regularly with P/C Customer Service leadership regarding training progress for service and support team members. 
 
Create and develop learning materials needed for service and support training. Maintain the library of department training materials to ensure they are accurate. 
 
Gather and monitor feedback on training, using the information to adjust and make improvements in our current training model. 
 
Provide innovative ideas for the PCCS training program’s strategic planning initiatives. Collaborate with stakeholders to outline the trajectory of training initiatives. 
 
Participate in project teams, representing P/C Customer Service training needs. 
 
Deliver company project and initiative training to P/C Customer Service, alongside Subject Matter Experts (SMEs). 
 
Work collaboratively with training teams from other departments to brainstorm ideas and streamline training programs. 
 
Complete other duties as assigned. 

P/C Customer Service Trainer  Qualifications

Required

Associate’s degree required with a focus on insurance, business administration, finance, training or management, or equivalent experience may be considered. 

Minimum one year of experience using Farm Bureau systems required. 

Training and coaching experience required. 

Competent in adult learning principles. 

Experience in computer usage and proven skills in Microsoft Office Professional Suite required. 

P/C Resident Producer license course to be completed within 6 months of hire. P/C Resident Producer license required to be obtained within 12 months of hire. 

Willingness to pursue continuing job-related training and education required. 

Preferred

Experience in an office setting preferred. 

Experience in insurance domain preferred. 

Designations in AINS, ACS, or AIS preferred.

Note: This is a hybrid position working both remotely and from the Farm Bureau Home Office located in Lansing, MI. Most work can be completed remotely; however, there are mandatory in office days.

Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

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