Works with members of the Agency Operations and Support (AOS) teams to identify, facilitate and evaluate effectiveness of new and existing training materials for AOS associates. Presents small group or one on one training sessions using a variety of delivery methods including computer based training, side by side coaching and facilitating classroom training. Consults with Home Office and AOS Assistant Manager teams to advise and assist in enhancing skill development. Provides coverage in various Agencies to accommodate for open positions, new hire assistance, and extended absence/PTO scenarios. Coordinates workflow and monitors activities in identified Agencies to support operational needs while providing temporary coverage and/or training support for new hire. Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager when necessary. Updates management team on a regular basis.

• Delivers new hire training to identified associates. This will require travel to identified field offices for an extended period of time to complete the onboarding process.
• Provides coverage to Agencies outside of assigned Division(s) as needed to cover open positions or to provide training assistance to new hires. Plans, organizes, and directs work within assigned Agency to accommodate open position/new hire scenarios and minimize impact to service levels, goals and objectives.
• Evaluates trainee knowledge/skill and provides coaching to improve performance. Works with management team to identify action plans encouraging success for new hire.
• Acts as a liaison between W&S Agency Home Office, field offices and various operating areas as needed to encourage problem resolution and procedural updates and to deliver consistency in the training experience.
• Serves as a resource to team members, assisting with processing questions or escalated complaint cases.
• Assists with quality audits for specific percentages of offices per division and related to specific processes or transactions in order to assess training needs and supplied curriculum.
• Maintains advanced product knowledge, understanding of processes and procedures and company culture and the ability to provide clear and accurate discussion in support of identified initiatives.

• Demonstrated experience in an Operations & Support Supervisor and/or Client Support Specialist role(s).
• Proven experience leading and mentoring individuals including providing direction, coaching and effective feedback to team members.
• Demonstrated experience in completing multiple functions effectively and accurately while maintaining a professional demeanor in the presence of demanding business situations.
• Demonstrated experience in effectively delivering training to diverse audiences while showing poise and adhering to adult learning principles.
• Proven experience coaching others one on one to efficiently and effectively perform a new task.
• Demonstrated ability to present training according to prescribed methods, following course structure, using appropriate grammar, pronunciation, pace and tone consistent with audience and content.
• Demonstrated experience working independently under limited supervision.
• Demonstrated ability to effectively interact and communicate with all levels of staff and management.

Educational Requirements

• Associate's Degree or equivalent work experience.

Computer Skills and Knowledge of Hardware & Software Required

• Proficient in word processing, spreadsheet and database applications.
• Proficient in using online technology and equipment.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.)

• Life and Health license preferred.

Position Demands

• Extended hours required during peak workloads or special projects.
• Ability to travel as needed to selected areas; approximately 50% of the time.