Member Training Specialist

DEPARTMENT: Marketing/Communications, Training, Member Satisfaction, and Market Research

JOB TITLE:Member Training Specialist

JOB CODE: MTS

REPORTS TO: Director of Communications, Training, and Member Satisfaction

JOB PURPOSE:

This position’s primary purpose is to contribute towards AF achieving its member satisfaction goals regarding ease-of-use of products/services and decision quality through effective design, development, and delivery of targeted training that positively influences change management, educates members/users on the effective use of AF applications and/or corrects identified performance gaps caused by a lack of knowledge and/or skills.

DEPARTMENTAL EXPECTATION OF EMPLOYEE

• Adheres to AF Policy and Procedures
• Acts as a role model within and outside AF
• Performs duties as workload necessitates
• Maintains a positive and respectful attitude
• Communicates regularly with supervisor about Department issues
• Demonstrates flexible and efficient time management and ability to prioritize workload
• Consistently reports to work on time and prepared to perform duties of position
• Meets Department productivity standards
• Alignment with AF Leadership Brand.

• Understanding of P&C Claims and the casualty insurance industry
• Strong verbal communication skills
• Exceptional writing skills; specifically the ability to write for instruction
• Ability to communicate effectively both visually and verbally, with members and AF employees in positions of varying degrees of responsibility
• Exercises sound and well-reasoned judgment
• Ability to work with minimal supervision
• Microsoft Office – Outlook, Word, Excel, PowerPoint
• Soft skills (listening, understanding, empathy, teaching others, respect, professionalism)
• Customer (Member) service
• Flexibility and agility; the ability to adapt to last-minute schedules or other changes made by the member
• Ability to collaborate with team members on training design and development
• Ability to identify general characteristics of learners to choose effective training methods
• Ability to leverage the engagement features of WebEx webinar hosting
• Exceptional organizational skills; ability to arrange and track multiple training events to ensure key steps in the process are followed timely to support smooth delivery on the scheduled date

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support Field Operations staff and member companies to maintain 1 to 1 filing-to-hearing ratio by providing Quality Decision webinars as needed.
• Partner with Quality Assurance and other stakeholders to maintain the relevance and accuracy of our Quality Decisions training content.
• Support Decision Quality through effective, targeted Quality decision arbitrator training.
• Contribute to overall Member Satisfaction scores by achieving 95% Top Three Boxes on training surveys and training-related questions on other surveys.
• Design, develop, deliver, validate, and modify curriculum enabling external members to increase job knowledge and/or develop skills primarily via webinars, tutorial, and job aids; internal training deliverables handled on request.
• Build relationships with subject matter experts (SMEs) and collaborate with them and others, including team members, to create online self-study and instructor-led content that effectively engages the learner to achieve the transfer of essential knowledge and/or skills.
• Monitor feedback on courses and partner with stakeholders to make improvements.
• Remain current in training methodologies and technology developments and work to incorporate current best practices.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Contribute towards AF’s employee development and training by planning, designing, and delivering AF-focused training on AF’s Leadership Brand, Mission, Vision, and Values.

QUALIFICATIONS

• Experience and Technical Knowledge in the following areas:
  • Experience handling subrogation/liability claims.
  • Ability to implement adult learning methodologies to maximize course effectiveness.
  • Experience creating compelling and engaging content to achieve learning objectives.
  • Knowledge of WebEx and Camtasia software, including how to maximize engagement tools provided.
  • Ability to write effective copy/instructional text as needed, including job aids
• Education/Certifications - One or more of the following:
  • Understanding of Adult Education principles.
  • Certification from an industry-recognized train-the-trainer organization.
  • Advanced degree in Adult Education is a bonus.
  • Working knowledge of learning applications such as Classmarker, Moodle, and Camtasia, as well as business applications such as Service Now, Microsoft 365, Share Point, Jira, Confluence, and Smartsheet a plus.
  • Awareness of DEI principles.

• 
  Language Skills

Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles in original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or Boards of Directors.

• Mathematical Skills

• Time management, mental arithmetic, abstract thinking, creativity, and attention to detail.

• Reasoning Ability

• Ability to identify general characteristics of learners to choose effective training methods
• Ability to utilize good judgment, to adapt to frequent changes in workload, and to adjust competing priorities quickly

AMERICANS WITH DISABILITY SPECIFICATIONS

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

AF is a remote working environment.