Claims Center E-learning Professional- Alpharetta, GA

Claims Center eLearning Specialist - Aon Corporation (Banking/Insurance Customers)

Location: Hybrid role (3 days in office each week) Alpharetta GA or as needed to adhere to training schedule.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like

We are seeking a passionate and experienced Claims Adjudication/ Outbound Call Center Trainer with eLearning development and content building expertise to join our growing team. As part of the Operational Excellence team, you will be responsible for developing and delivering engaging training programs for new and existing claims adjudicators / outbound agents, ensuring their success in meeting our service standards. Our mission is to ensure the delivery of quality customer interactions and seamless transactions through proactive process improvements for the end-to-end lifecycle of debt cancellation. This role also involves utilizing the company's Learning Management System (LMS) to create and manage eLearning modules, maximizing the efficiency and effectiveness of our training programs.

Responsibilities:

eLearning Development:

• Design, develop, and deploy high-quality eLearning modules for the claims operations/call center using the company's LMS, incorporating adult learning principles and engaging instructional strategies.

• Collaborate with subject matter experts (SMEs) to gather information and create accurate and up-to-date content.

• Utilize multimedia tools like audio, video, and simulations to enhance the learning experience.

• Conduct thorough testing and revisions to ensure the functionality and effectiveness of eLearning modules.

Training Delivery:

• Develop and deliver engaging in-person and online training programs for new and existing claims adjudicators / OB call center agents, covering various topics such as customer service skills, product knowledge, call handling procedures, and company policies.

• Utilize a variety of training methods, including interactive sessions, role-playing activities, team alerts, and case studies.

• Facilitate discussions, answer questions, and provide individual feedback to enhance learning and development.

• Stay up-to-date on industry best practices and keep training programs relevant and current.

Performance Evaluation:

• Develop and utilize assessments to measure the effectiveness of training programs and individual learning outcomes.

• Participate in the evaluation of new hires during their probationary period, providing feedback and support.

Additional responsibilities:

• Maintain accurate and up-to-date training materials and resources.

• Build, deliver and test analysts on Team Alerts. Maintain tracking.

• Support continuous improvement of the training and development function, recommending new approaches and methodologies.

• Collaborate with other departments to ensure alignment of training programs with business needs.

• Provide suggestions for improvements to exceptional customer experience.

• Maintain client Compliance Training, ensuring adherence to client requirements.

• Learn and become certified in the benefits adjudication and escalation processing to better know the processes to facilitate training and provide backup to the team if needed.

• Maintain accurate and timely documentation of all training and assessments to ensure successful client audits.

• Provide mgmt with project status and training monthly kpi’s or as requested.

Skills and experience that will lead to success

• Bachelor's degree in Training & Development, Adult Education, Instructional Design, or a related field (preferred).

• Proven experience (minimum of 2 years) in developing and delivering engaging training programs for claims / call center agents.

• Strong understanding of adult learning principles and instructional design methodologies.

• Strong knowledge of Articulate 360 desired.

• Experience with a Learning Management System (LMS) is essential.

• Experience in developing eLearning content modules using authoring tools is highly desirable.

• Excellent communication, interpersonal, and presentation skills.

• Ability to work independently and as part of a team.

• Strong organizational and time management skills.

• Passion for fostering a positive and engaging learning environment.

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances. Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position (intended for U.S. applicants) is $75,000 to $85,000 annually. The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location. This position is eligible to participate in one of Aon’s annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

A summary of all the benefits offered for this position:

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon’s discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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