CSR Teamlead/Guidewire System Trainer Specialist

Job Title: CSR Teamlead/Guidewire System Trainer Specialist

Company Overview:

The Foreign Venture Group is a digital transformation company that specializes in assisting Small Medium Enterprises through a range of essential services. We’re passionate about leveraging the power of social media to connect with our audience and showcase our brand in the best light. To amp up our online presence, we’re looking for a skilled CSR Guidewire System Trainer Specialist to join our team – specifically someone who’s an expert in Canadian grants and RFx processes.

Job Overview:
We are seeking a dynamic and experienced individual to join our team as a CSR (Customer Service Representative) Team Lead and Guidewire System Trainer Specialist. This dual-role position requires a blend of leadership skills, customer service expertise, and technical proficiency with the Guidewire Insurance Suite. The successful candidate will be responsible for leading a team of CSRs, ensuring exceptional customer service, and providing comprehensive training on the Guidewire system to new and existing employees.

Responsibilities:

Guidewire Expertise:
• Develop and deliver comprehensive training programs on the Guidewire Insurance Suite, including PolicyCenter, BillingCenter, and ClaimCenter.
• Create training materials, manuals, and guides to support the learning process.
• Conduct hands-on training sessions and workshops for new hires and ongoing training for existing staff.
• Assess training effectiveness through evaluations and feedback, making necessary adjustments to improve training quality.
• Stay updated on new features and updates within the Guidewire system and incorporate these into training programs.

Team Leadership:
• Lead, mentor, and manage a team of customer service representatives, fostering a positive and productive work environment.
• Monitor team performance, providing regular feedback, coaching, and development opportunities.
• Ensure that the team meets or exceeds service level agreements (SLAs) and performance targets.
• Handle escalated customer issues, ensuring swift and effective resolution.
• Conduct regular team meetings to discuss performance, updates, and address any concerns.
Training Program Development:
• Design and develop detailed training programs and materials, including manuals, e-learning modules, and presentations, tailored to the Guidewire Insurance Suite.
• Update training content regularly to reflect system updates, new features, and changes in processes.

Training Delivery:
• Conduct in-person and virtual training sessions for customer service representatives and other relevant staff.
• Use a variety of instructional techniques and formats, such as simulations, team exercises, group discussions, videos, and lectures.
• Provide hands-on training and support to ensure users can navigate and utilize the Guidewire system efficiently.

Assessment and Feedback:
• Develop and administer assessments to evaluate the effectiveness of the training programs and the proficiency of the trainees.
• Collect and analyze feedback from training sessions to improve future training programs.
• Monitor and report on training outcomes and user performance.

Support and Troubleshooting:
• Provide ongoing support to trainees post-training to resolve any issues and answer questions related to the Guidewire system.
• Work closely with IT and support teams to address any technical issues that arise during training sessions.

Technical Proficiency:
• Serve as the subject matter expert on the Guidewire system within the organization.
• Provide technical support and troubleshooting assistance to team members.
• Liaise with IT and other relevant departments to address system issues and enhancements.

Collaboration and Communication:
• Collaborate with various departments, including IT, operations, and HR, to identify training needs and ensure training programs align with organizational goals.
• Communicate regularly with management and stakeholders to provide updates on training progress and outcomes.

Documentation and Reporting:
• Maintain accurate records of training activities, schedules, and participant progress.
• Prepare and present regular reports on training activities and outcomes to management.

Qualifications:
• Bachelor’s degree in Business, Information Technology, Education, or a related field.
• Proven experience in training and development, preferably within the insurance industry.
• Proven experience and proficiency with the Guidewire system (PolicyCenter, BillingCenter, and/or ClaimCenter).
• Excellent presentation and communication skills.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in developing and delivering training programs.
• Strong problem-solving skills and the ability to handle escalated issues effectively.
• Technical aptitude and the ability to understand and explain complex systems.
• Detail-oriented with strong organizational skills.

This role is critical in ensuring that customer service representatives and other staff are well-trained and proficient in using the Guidewire Insurance Suite, contributing to the overall efficiency and effectiveness of the organization.