Training team leader• Identify training needs by evaluating strengths and weaknesses• Translate requirements into trainings that will groom employees for the next step of theircareer path• Build annual training program and prepare teaching plans• Develop or oversee the production of classroom handouts, instructional materials, aids andmanuals• Direct structured learning experiences and monitor their quality results• Acclimate new hires to the business and conduct orientation sessions• Deliver training courses• Assess training effectiveness to ensure incorporation of taught skills and techniques intoemployees work behavior• Periodically evaluate ongoing programs to ensure that they reflect any changes• Stay abreast of the new trends and tools in employee development

Quality control specialist• Provide high level client relations services, identifying the needs of the insured and providingresolution to issues at all levels.• Main point of contact for escalated communication.• Provide quick and effective resolution to escalated issues.• Assist the Claims Quality Assurance Program in developing and implementing qualityimprovement strategies.• Conduct claim file audit reviews.• Provide feedback on claim quality audit results and make recommendations forimprovements.• Review reports for phone usage, claims activity and create analytics to determine trend andmake recommendations for improvements.• Create, present and perform calibration Quality Control training sessions and assist Claimsemployees to increase knowledge and skills necessary to achieve improved results.• Identify new technology and other resources, to achieve greater efficiency and improvedresults.• Assist the Claims management team to assess the need for, and create specific Quality Controltraining for staff, adjusters and vendors within the claims department.

Customer service specialist• Serve customers in the branch;• Introduce the Company's products and services;• Respond to customer inquiries and resolve;• Take a proactive approach to determine service needs, provide information suggestingappropriate service and advice to customers;• Proceed with the activation of new contracts and their software registration;• Suggest additional products and services of use to clients;• Direct requests and unresolved issues to the designated resource;• Accept loan payments;• Fulfill other duties related to the work.