Claims Training Specialist

Job Classification:

Description:

The Office of Servicemembers' Group Life Insurance (OSGLI) administers the Servicemembers' Group Life Insurance program (SGLI). SGLI offers life insurance products to active duty service members, Veterans, and their families.  Prudential has been aiding our service members since 1965.  The Office of Servicemembers’ Group Life Insurance is searching for a Learning Facilitator.  This role is responsible for delivering training (mainly virtually) to associates, focusing on Life Claims and Customer Service.  This training primarily includes delivery of the following: new hire, systems navigation, products/service related modules, compliance/regulatory updates and general customer service.  Target audiences are typically, but not exclusively, individual contributors.  In addition, this role is also responsible for tracking and reporting in-progress and post-delivery analysis of learner performance which may result in enhancements and/or redesign of existing training materials that would be performed by this role. 

Primary Responsibilities:

• Facilitate virtual and/or in person training that encourages engagement and participation while meeting the class objectives and time limits.
• Create a positive learning climate so learners are engaged and motivated to seek clarity, fail safely, perform new tasks and apply knowledge.
• Establish credibility through business process and terminology knowledge.
• Incorporate adult learning principles/methodologies into training delivery.
• Incorporate blended learning principles (e.g. activities, case studies, analogies, role playing, mock scenarios) into training delivery.
• Deliver content using a variety of virtual training tools and technologies.
• Encourage participation and build learner motivation by managing classroom dynamics.
• Assess and act upon trainee understanding of concepts before, during, and at conclusion of training. 
• Evaluate effectiveness of the program’s design and participant’s retention through program evaluations, assessments, classroom interactions, job performance metrics, manager and/or mentor feedback on expected vs. actual performance, and trainee self-evaluation.

  Qualifications

• 3 years of experience with The Office of Servicemember’s Group Life Insurance Claims or Customer Service
• 2 years of experience in Instruction/Facilitation preferred 
• Bachelor's Degree or equivalent experience preferred
• Communication skills, both written and verbal
• Organizational skills & able to manage multiple priorities in a fast-paced environment
• Interpersonal skills & able to demonstrate flexibility and versatility
• Experience with the components of the learning development life cycle is helpful
• Technical writing & project management skills are helpful
• Ability to work from home.  Associates are expected to have the technology and resources available at home to be able to perform all the functions of their job when the business requires them to work from home.
  Travel may be required.

  Training will typically fall between the hours of 9am - 5pm Eastern Time, Monday - Friday; however, the OSGLI Customer Service Center is open from 8am to 5pm Eastern Time, Monday - Friday.