Insurance Operations Training Specialist - Applied Epic

Title: Operations Training Specialist 

Welcome to Insurance Office of America – one of the nation’s largest and premier privately held insurance agencies! Recognized as a Top Workplaces USA Award winner, IOA’s commitment to both a rewarding culture and employee satisfaction is unwavering. Prioritizing a strong work/life balance, personal and professional growth, competitive benefits, and giving back to our community aren’t just clichés here – they’re a part of who we are. With a growing workforce and over 60 office locations across the US and Northern Ireland, we can confidently serve our clients with an unmatched standard of excellence.

Want to learn more? Complete the application below and one of our talented recruiters will be ready to answer any other questions you may have.

Job Summary 

Working in conjunction with the Training & Development team, responsible for the execution of Insurance Operations quality assurance and corporate training activities and meeting all performance requirements.  Training activities include, but are not limited to:  Quality audit and compliance; technical training and support; policy and procedure; best practices; process improvement; etc. Responsible for strategic coordination and execution of day-to-day administrative and training activities and capable of resolving complex user problems, showing the ability for critical thinking and thought process in taking the next step in the best interest of IOA.

What You’ll Do: 

• Maintain high degree of technical competence and expertise in IOA’s agency management systems
• Exercise discretion and independent judgment to ensure beneficial outcomes for users and IOA
• Implement annual short and mid-term strategic and tactical plans established by department leadership and necessary to achieve identified team goals and objectives and consistent with Company strategy
• Maintain frequent, transparent communication with direct supervisor regarding individual performance and activities, ensuring that the department leadership is fully informed of workload status; questions; concerns; or issues and proactively identifies and facilitates appropriate/corrective actions to be taken
• Work effectively with branch and regional operations and sales personnel, seeking input and developing win-win solutions to any operations-related systems, process, or quality issues
• Travel to and meet with branch operations teams as needed
• Provide operational technical training and support throughout assigned area of responsibility, including:
  • Work processes; workflows; procedures
  • Agency management software (EPIC; IOA365/CSR24; BenefitPoint), including initial/ongoing user training and communication and training of changes or updates
  • Oversee quality audit processes to ensure predetermined operational performance standards are met, with regards to Epic training effectiveness
  • Administering and training users on assigned software, as needed
  • Maintain and publish Epic Manual and Standard Operating Procedures manual; Epic Tips; IOA365/CSR24 Manual; IOA365/CSR24 Newsletter; etc.
• Support branch and regional operations/sales teams by evaluating, recommending, providing training on, and implementing additional software products
• Develop, implement, monitor, and improve compliance with core work processes, workflows and procedures throughout company, including identification and adoption of best practices
• Deliver excellent service at all times, including quickly responding to all inquiries and requests for support and exhibiting high levels of professionalism and domain expertise
• Maintain high degree of technical competence and continually stay abreast of all company policies and procedures to ensure good knowledge, execution and compliance of standard operating procedures
• Continually seek to improve individual and team performance, including identifying, communicating and adopting best practices
• Live and champion IOA core values at all times, demonstrating the highest level of personal character, integrity, and servant leadership
• Regular and consistent attendance is expected and a necessary component to the job
• Perform other duties as assigned

What We’re Looking For: 

      5+ years of industry experience, with deep, wide-ranging industry knowledge

      Demonstrated ability to effectively teach/train others in procedures and workflows

      All required active licensing

      Strong analytical, problem solving and decision making skills

      Exceptional customer service skills

      Excellent multi-tasking, organizational, and prioritization skills

      Outstanding verbal/written communication skills

      Ability to perform large work volumes with high degrees of accuracy and attention to detail

      PC proficiency, including knowledge of MS Office products, including Outlook, Word, Excel and PowerPoint

      Respectful, ethical, conscientious, trustworthy, reliable and having integrity

      High School Diploma (or equivalent) 

What We Offer: 

• Competitive salaries and bonus earning potential
• Great benefits, including company paid health insurance
• Paid time off for holidays, vacations, and sick time
• 401K with an employer match
• Participation in our employee stock plan
• Opportunities for professional growth and career progression
• A culture that emphasizes respect for every individual
• Company commitment to work/family life balance and community service
• Teammates who share your drive for excellence
• Knowing every day you are helping our clients protect their families and businesses 

Still wondering if IOA is the right fit for you? 

• If you want to feel the significance of knowing your efforts have been both recognized, appreciated and rewarded, then IOA is right for you.
• If you want to feel valued and have a real influence towards the continued success of your organization, then IOA is right for you.
• If you want to feel the peace of knowing that you’ve made the best decision of your professional life, then IOA is right for you.