POSITION SUMMARY:
Identify, develop, and implement training programs and coaching for Policy Services and Underwriting in the areas of technology, processes, workflow, and telephone skills.
LOCATION:
West Creek Office (Goochland County, VA - Richmond, VA Metro Region)
This position is based out of our beautiful West Creek Office Park location and has a hybrid* work schedule available.
POSITION:
Full Time Position (37.5 hours per week) – Salaried position with Benefits
Office hours: Monday-Friday 8:30am - 5:00pm
PRIMARY DUTIES
- Work with the Underwriting and Policy Services Management team to develop, document and maintain best practices for procedures and workflows.
- Perform coaching on a 1:1 regular basis to all Policy Services Processors who are using the telephone or other methods to communicate with customers.
- Assist manager with compiling call data reports and developing evaluation tools for Processors.
- Conduct regular phone audits of processing staff.
- Assist in the development and workflow planning regarding system implementation in Underwriting and Policy Services.
- Identify opportunities for process improvements and make recommendations based on data.
- Conduct billing and process training for new and existing staff, either on a 1:1 or in a group setting, and appropriate review of processed work.
- Serve as a SME for system processes/procedures, imaging system, system billing and payment processing. Resource for all staff in these areas.
- On-boarding of new staff members.
- Prepare training/presentations and coordinate execution of workshops/classes.
ADDITIONAL DUTIES
- All other duties as assigned by the Policy Services Manager
MINIMUM EDUCATIONAL/EXPERIENCE QUALIFICATIONS
- High school diploma or equivalent
- Minimum 5-10 years’ experience working in the insurance industry
- Insurance coursework
- P&C License
MINIMUM SKILL QUALIFICATIONS
- Technically proficient- in systems Processing.
- Strong knowledge of billing systems and payment processing
- Strong detail orientation
- Effective in both verbal and written communications
- Ability to coach staff and provide follow up
- High degree of organization
- Proven customer focus
- Working knowledge of MS Office tools
PREFERRED QUALIFICATIONS
- Previous experience training staff
- Previous Supervisory experience
- Bachelor’s Degree
- Insurance Designations
At VA Farm Bureau, we provide an exceptional benefits package, including ongoing job development and support in all roles, paid training and continuing education reimbursement, medical and dental insurance available on your first day, generous employee 401K contribution, excellent Paid Time off (PTO) plan and more!
Virginia Farm Bureau Companies provide equal employment opportunity in all aspects of employment without regard to race, color, national origin, religion, gender, pregnancy, age, disability, orientation or veteran status.
VAFB supports compliance with COVID-19 protocols.