Claims Learning and Development Consultant – Wheeling, IL Hybrid

Job Description:

Under limited/minimal supervision, this individual is responsible for assessing complex and occasionally highly complex training needs, developing, leading and facilitating formal claim training workshops designed for new property adjusters (both inside and outside adjuster roles).  These workshops are hosted virtually or in person. The individual is responsible for leading facilitated discussions and directs students in various hands-on, immersive experiences related to the students’ newly appointed role. The individual instructs and coaches students on empathic communication skills and other technical duties, administers tests, and grades student performance. The individual also may act as a back-up instructor for other Claims disciplines to which they are not regularly assigned. The individual also delivers compassionate service that is fast, fair, and easy, to ensure customer retention.

Key Responsibilities:

• Consistently delivers multiple training modules, interactive sessions, planning and preparation through a variety of mediums, including in person, pre-recorded, or via  virtual meetings
• Coaches students one-on-one as they work through hands-on exercises
• Identifies and recommends complex content to meet unit needs for training and development to management
• Participates in design meetings as a subject matter expert on training content
• Evaluates and adapts complex training modules as necessary to meet various training needs
• Frequently assesses and evaluates participant’s individual learning. Frequently works with Leader to create recommendations for the learner and assists on training needs to help improve understanding of concepts and tools.  As well as frequently offer performance support
• Coordinates the initial set-up of classes, which includes reviewing the class list and preparing materials for the class
• Provides recommendations for content updates in the knowledge system (ex. Right Answers) and supports users on how to use the knowledge system and LMS
• Builds relationships with a broad range of stakeholder groups to provide on-going consultation; Frequently works cross-functionally to ensure that learning practices are understood and supported consistently within the learning offerings
• Contributes as Subject Matter Expert to current complex or advanced-level training programs; contributes to organizational strategies and provides improvement recommendations; frequently leads projects in partnership with other AOR’s
• Oversees employee issues and concerns while in training as it relates to employee well-being
• Contributes to the development including mentoring of peers, and design of new course material for training/employee development to support the organizational goals and objectives. Involved in Train the Trainer sessions to upskill peers.
• Frequently contributes to organizational strategies and provides improvement recommendations; may serve as a team lead for projects or as a team member on projects
• Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns,  conflicts or issues

Desired Characteristics:

• Facilitator: Delivers advanced knowledge of training & facilitation with the adult learner
• Self-motivated learner: Continuously seeks knowledge of insurance policy, coverage, claims processes, policies, procedures, claims systems, coverage, liability damage estimating and/or settlement, and adherence to applicable legal compliance standards
• Coach: Ability to interact effectively, and coach others on interacting effectively, with internal and external customers and act with empathy
• Leadership: Engage and empower students to deliver a positive claims experience
• Strong communicator: Strong written and oral communication skills; ability to engage and persuade, able to negotiate and arbitrate
• Innovative: Seeks new ways to drive change and improve processes
• Problem solver: Applies highly advanced knowledge of problem solving skills to continuously improve business outcomes
• Advanced knowledge of claim estimating software and tools (e.g., Xactimate/ClaimX)
• Influencer: Displays confidence and is able to effectively persuade others
• Critical thinker: Ability to investigate, evaluate and settle highly complex claims
• Able to navigate conflict management and problem resolution skills in managing internal and external customer relationships
   

Knowledge/Skills/Abilities/Experience:

• Hybrid position for Wheeling, IL
• Max travel potential: 50%
• Advanced knowledge and 3 years of experience in the property damage (i.e., residential) estimating and/or construction industry is required. Outside Adjuster or NCT experience required.
• If necessary, performs field travel to support effective delivery of programs   
• Bachelors degree in related field preferred or equivalent experience
• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
• Ability to interact effectively, , with internal or external customers and act with empathy
• Applies advanced problem solving skills to continuously improve business outcomes
• Ability to assist leadership in achieving business unit objectives
•  Advanced knowledge on Property estimating tools, systems, processes, and standards
• Advanced knowledge of Property policies and coverages

Notes:

The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.

This position is not available for Puerto Rico, California, Alaska, and Hawaii residents.