PL Customer Care Trainer & Coach

Jewelers Mutual • Neenah, WI

2d

About The Position

This position collaborates with business units to assess needs and drive results through training and ongoing education. Responsibilities include developing and facilitating comprehensive training programs, ensuring consistency in the training process, and maintaining timely leadership updates. The role also involves working cross-functionally across all departments to enhance training effectiveness, improve the customer experience, and support company objectives by identifying opportunities to refine training processes Why Jewelers Mutual: Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation. As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence. We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people. Here, you’ll: Move fast and embrace change Always look for better ways Grow, thrive, and help shape what’s next Join us and be part of a culture where you can make an impact while building your future. What You’ll Do: Responsible for day-to-day training and communications within Customer Care operations to ensure new hire, continued education, and communication goals are met. Development and implementation of training and continued education for Customer Care and related departments. Identify and assess current and future training needs including system training, policy and procedure training, customer service and sales training. Partner with managers of the business units to ensure training efforts are contributing to the metrics and goals being met/exceeded. Maintain keen understanding of training/quality trends, developments, and best practices. Ensures classroom training teaches Jewelers Mutual product knowledge, call handling skills, customer service/sales selling skills and program process and procedures. Uses training assessments, surveys, and other tools to evaluate training gaps. Once gaps are identified, makes necessary changes in programs to enhance the learning experience and achieve the desired results. Manages the communication on updates to training processes, documentation, and curriculum. Ensures delivery of communication is clear, concise, timely, and drives desired results. Development of sales techniques and processes that drive revenue. Formulates and refines training documentation for changes within the Personal Lines business units. Facilitates and attends regular meetings with Leadership, Team Leads, and Customer Service Representatives. Provides on-point, constructive feedback within coaching one-on-one and team meetings. Embraces change, leads by example, maintains a positive work environment and ongoing learning culture. Indirectly supervises new hire classes during training process within and outside classroom settings. There are no direct reports for this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Bachelor's degree (B. A.) preferred but not required.
• Insurance experience preferred.
• Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning/coaching methodologies and industry best practices.
• Ability to research, recommend, refine, and utilize adult teaching materials relevant to Personal Lines Customer Care groups.
• Demonstrated ability to effectively convey training materials from written form to applicable business setting situations.
• Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.
• Must have a dynamic and engaging classroom presence.
• Proficiency in Microsoft suite applications including Word, Excel, Outlook, and PowerPoint.
• Must be capable of becoming proficient in the Guidewire product suite.
• Property/Casualty Insurance Agent License or the ability to obtain within 30 days from hire.
• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.

Nice To Haves

• Insurance experience preferred.
• Bachelor's degree (B. A.) preferred but not required.

Responsibilities

• Responsible for day-to-day training and communications within Customer Care operations to ensure new hire, continued education, and communication goals are met.
• Development and implementation of training and continued education for Customer Care and related departments.
• Identify and assess current and future training needs including system training, policy and procedure training, customer service and sales training.
• Partner with managers of the business units to ensure training efforts are contributing to the metrics and goals being met/exceeded.
• Maintain keen understanding of training/quality trends, developments, and best practices.
• Ensures classroom training teaches Jewelers Mutual product knowledge, call handling skills, customer service/sales selling skills and program process and procedures.
• Uses training assessments, surveys, and other tools to evaluate training gaps.
• Once gaps are identified, makes necessary changes in programs to enhance the learning experience and achieve the desired results.
• Manages the communication on updates to training processes, documentation, and curriculum.
• Ensures delivery of communication is clear, concise, timely, and drives desired results.
• Development of sales techniques and processes that drive revenue.
• Formulates and refines training documentation for changes within the Personal Lines business units.
• Facilitates and attends regular meetings with Leadership, Team Leads, and Customer Service Representatives.
• Provides on-point, constructive feedback within coaching one-on-one and team meetings.
• Embraces change, leads by example, maintains a positive work environment and ongoing learning culture.
• Indirectly supervises new hire classes during training process within and outside classroom settings.

Benefits

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture : Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving : Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
• Great Place to Work® Certified : Join a team recognized for an environment of innovation and growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level