We are seeking an experienced Claims Trainer to join our team!
The Claims Training Specialist will partner with Claims Management to identify the training needs for the Claims Department and implement programs to meet those needs. The Claims Training Specialist will be responsible for the design and implementation of a comprehensive training program for the Claims Department, to include onboarding and training of all new hires, as well as providing training updates to all Claims staff. The Claims Training Specialist must have a deep understanding of the Claim audience's learning needs and create relevant and engaging learning materials.
DUTIES & RESPONSIBILITIES:
- New Hire Onboarding-Design and conduct orientation and onboarding sessions for new Claims Adjusters to familiarize them with the company, its culture, organizational structure, and core values. Provide an overview of the claims process and introduce them to relevant systems and tools.
- Present training classes for new hires and current staff members relative to the department's training needs based on policies and procedures and compliance requirements.
- Conduct one-on-one training/coaching sessions with new hires and current staff members to ensure that department metrics are met.
- Conduct "needs analysis" to ensure the training is addressing opportunities identified through Audits, KPIs, DOI recommendations, and implementation of new tools and / or workflows.
- Educate claims professionals on company policies, procedures, and guidelines for claims handling, including coverage and liability determination, investigation methods, documentation requirements, and regulatory compliance.
- Provide hands-on training on the use of claims management software, databases, and other technical tools used in claims processing. Ensure that adjusters are proficient in utilizing these tools to efficiently handle claims.
- Provide training on interpersonal skills, communication techniques, conflict resolution, empathy, and customer service excellence.
- Keep claims adjusters updated on changes in insurance laws, regulations, and compliance requirements relevant to P&C claims handling.
- Case Studies and Simulations: Develop case studies, scenarios, and role-playing exercises to simulate real-world claims scenarios and allow adjusters to practice their skills in a controlled environment. Provide constructive feedback and coaching to improve performance.
- Create and update ancillary tools to assist in claims processing as well as, resolve inconsistencies between existing and updated processing guidelines.
- Design and maintain training/coaching documentation in order to effectively evaluate Claims Staff's adherence of processing guidelines.
- Review audit reports to identify learning and development issues. Escalate issues to Claims Management team.
- Monitor, record and report all training functions, including tracking and reporting training classes, participants and special projects.
- Provide feedback to management on policy and procedure improvements.
- Responsible for sourcing and recommending the selection of external training partners as needed.
- Maintain accurate and detailed training records and provide participants with feedback opportunities.
- Promote teamwork, cooperation, and effective communication within the department and Company.
- Develop and update claim library to ensure consistent communication to claim related staff. Maintain appropriate documentation related to knowledge management (e.g., SharePoint Sites), records of attendance, training materials, and any modifications made during the training process.
- Maintain up to date knowledge of best practices and industry trends as it relates to areas of responsibility.
- Handle other duties as assigned.
QUALIFICATIONS REQUIRED:
- In-depth understanding on investigation of coverage, liability, and damages.
- Minimum of three years of experience handling both property damage and injury claims.
- Possess an operating knowledge of both Personal and Commercial Underwriting policies procedures and interactions with the Claims Department.
- Strong proficiency with Microsoft Office applications to include: Word, Excel, and PowerPoint.
- Experience with training platforms.
- Prior experience with design and implementation of training programs.
- Ability to work with all levels of the organization and build collaborative relationships.
- Strong interpersonal, communication (verbal and written), and organizational skills.
- Excellent negotiation, communication, written, organizational and interpersonal skills.
