Trainer - Auto Claims Casualty ER

Trainer - Auto Claims Casualty ER

The purpose of the Education & Training department is to deliver education and training of products, technology, sales skills and processes to both newly appointed and incumbent agency and call center staff. Assist with product and technology introductions to the field and phone centers. The scope of this job requires travel nationwide for up to 1-3 times a year to support our expanding infrastructure. Occasionally some evenings and/or weekend training.

With the focus on our Auto Claims Casualty & ER Department, assignments will include development of presentations and online content, conducting web conferences, facilitating classroom training and delivering presentations.

Job Duties

- Training and Delivery:
Cross-skilled and delivers training in multiple products, subjects, and business lines, and can quickly adapt to different training environments, markets, business lines, and/or audiences recognizing and translating market-specific differences into customized training that aligns with local business and technology practices for each market. Coordinates and facilitates the learning environment for employees assisting members (in person or by phone) or making outbound member/prospect calls. Facilitates training and coaching in the classroom, one-on-one coaching, and instruction via web-conferencing. Ensures employees across the country and in multiple time zones have a positive training experience resulting in employee success in their role. Travels within all ACE-markets to meet the needs of the organization. Participates in training roll outs and new course launches. Certified in one or more Dale Carnegie professional skills core curricula certification as determined by management and a Dale Carnegie Master Trainer within first year in job. Delivers classes ensuring excellent internal customer service.
- Coaching:
Keeps learners on tasks, establishes and maintains timeframes and effectively manages activities in the classroom. Provide coaching to new employees handling live member calls. Mentors fellow Training Specialists in a co-teaching environment. Provides desk-side coaching support to employees. Conducts virtual coaching sessions.
- Content Update/Design:
Routinely makes updates to materials following AAA branding guidelines, AAA University branding guidelines. Serves as a curriculum Lead for at least one to two courses/curricula areas.
- Professional Development/Functional Expertise
Engages in continuous self-development through active participation in train-the-trainer certifications. Engages in self-development to continuously expand the breadth of instructional content which can be facilitated in multiple subjects, markets (understanding market differences) and business lines. Routinely keeps up to date with the policies and procedures of the lines of business in which they support. Participates in special organization learning and development projects as they are made available. Occasionally conducts the train-the-trainer process for Training Specialists. Models the organization’s Member Relationship Management strategy in daily functions, inter-department meetings and classes.
- Daily decisions made independently. Refers non-routine decision to supervisor or Senior Training Specialist.
- Self-manages reactions to pressure, employee behavior situations, and can maintain congeniality in situations which may cause stress.

Qualifications

- Bachelors Equivalent combination of education and experience
- 4-6 years Relevant product lines and/or functional expertise in an ACE-related line of business. Preferred
- 1-3 years Facilitating training or delivering presentations. Preferred
- Knowledgeable and a subject matter expert in more than one business line or discipline.
- Knowledgeable in adult learning or facilitation theory and current industry practices.
- Demonstrate pro-active and responsive solutions, seizing opportunities for continuous improvement in individual, team, and organizational performance.
- Excellent one-on-one and group presentation and facilitation skills.
- Excellent verbal/written communication skills as well as strong interpersonal skills and relationship building are a must.
- Ability to work effectively with people from diverse backgrounds and different learning styles.
- Ability to influence, persuade, and direct students so they can be successful in their work environment.
- Ability to research, analyze, problem solve, question and provide feedback.
- Excellent customer service orientation and commitment to quality, responsibility, high work standards, and initiative.
- Excellent organizational and time management skills. Ability to self-manage time and work independently.
- Ability to learn quickly and apply an advanced knowledge of Microsoft Office software (Word, Excel, SharePoint, Outlook, PowerPoint, InfoPath) and Acrobat PDF.
- Ability and willingness to work a flexible work schedule to accommodate meetings in different time zones, including early mornings, evenings, and some weekends.
- Regular and frequent travel within the state and ability to fly out-of-state when needed. Travel frequency dependent upon training projects and could include out-of-state travel for 6 weeks or more at a time.
- Continued learning / continuing education is required.
- Certified Dale Carnegie Master Trainer - Dale Carnegie

Travel Requirements

- Travel by car or by air to offices throughout assigned territory. (40% proficiency)

The starting pay range for this position is:

$31.10 - $41.42
Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:
•    Health coverage for medical, dental, vision

•    401(K) saving plans with company match AND Pension

•    Tuition assistance

•    Floating holidays and PTO for community volunteer programs

•    Paid parental leave

•    Wellness programs

•    Employee discounts (membership, insurance,

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).