Overview

American Collectors Insurance (ACI), a division of NSM Insurance Group, is looking for a Training Coordinator to join our Training Team at the Cherry Hill Office (flex schedule 2-3x a week in office)! This role will include in-person and remote training of employees (travel between PA and NJ offices is necessary).

As the Training Coordinator, you will be primarily responsible for sales training for a nationwide Collector Car Insurance program. **Previous sales/insurance and call center experience is highly preferred.

At American Collectors Insurance (ACI), we offer members peace of mind through industry-leading insurance protection for appreciating collector vehicles and collectible items in the home that have special historical, sentimental, or financial value to the customer. Our company mission is to “Embrace, Protect, and Expand the Collector Community”.

Responsibilities

• Act as the first point of contact for new hires while helping them adjust to their position.
• Assist with set up/testing of new hires and training as needed to ensure all hardware and systems are working properly.
• Facilitate classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures.
• Identify areas that may require retraining and work with the Curriculum Development Analyst (CDA).
• Monitor agent calls and agent performance to identify training gaps.
• Perform regular call audits and shadow phone calls as needed to evaluate new hires progress while working with the Training Team Lead. 

• Coach trainees on methods to handle calls confidently, successfully process service requests, disposition calls, maintain phone etiquette during calls, gather necessary underwriting information, and improve outcome on sales calls.
• Ensure consistency with the customer-first culture while ensuring all compliance and company policies are being met.
• Maintain confidentiality and security of sensitive data and reports including personnel data and financials.
• This training may occur remotely however is typically done on campus at any of the NSM offices.
• Performs other duties as assigned.
• #LI-ST

Qualifications

• High school diploma (or equivalent) with two years of underwriting or team supervisory experience, required
• Associates or 2 year degree, preferred
• Insurance license and professional designations (or obtain within 90 day of employment.)
• Excellent verbal and written communication skills.
• Coaching or training experience