Customer Service Trainer I

Title: Customer Service Trainer I

Hiring manager: Linda Tilford

Salary level: 04

Location: current schedule is hybrid (40-50% in the Amelia, Ohio office) but open to consider remote

Recruiter: Sonya Fischesser

Exempt position

Posting end date: 10/16/2025

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property - such as manufactured homes and specialty dwellings - and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can't. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re's Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day - all in a flexible environment that helps them succeed both at work and at home.

Purpose:

Provide all training for both internal and external partners and the Customer Service Department.

Roles & Responsibilities:

• Deliver proficient training for external agents and Customer Service associates while producing supporting material for marketing campaigns and product launches.
• Provide coaching and mentoring in a positive and engaging virtual environment to internal and external agents.
• Partner with fellow support staff and leadership team members to drive development for Customer Service associates in all cycles of their career within the Customer Service Department.
• Develop, maintain, and update training materials for external agents and internal Customer Service associates. Ensure all materials are in compliance and have legal approval when required.
• Tailor inclusive training for all adult learning styles.
• Analyze data from training feedback and assessments to provide recommendations for changes or improvements that help drive results.
• Provide open communication regarding trainings with associates, other support teams, and leadership to ensure consistency within the department.
• Ensure training is keeping pace with the changing market.
• Maintain positive interdepartmental relationships.
• Actively engages in company initiatives to stay cognizant of business needs.
• Track completed training data and update POA with current associate skillsets.
• Track completed training and provide reports to management for external partners.
• Support phone and chat lines as the need arises to remain compliant with service level contracts and maintain overall department results.
• Promotes a positive culture.

Required Technical Skills:

• Proficient in Microsoft Office Applications.
• Expertly skilled in all computer applications for servicing and quoting all products.
• Ample knowledge base of all products.
• Exceptional communication and presentation skills.
• Time management and proficiency in Outlook.
• Proficient in utilizing department tools and resources.

Skills / Knowledge / Experience:

2 years AMIG Customer Service experience or equivalent teaching experience. Meets or exceeds performance objectives. Demonstrates strength in Leadership, Integrity, Problem Solving, & Peer relationships. Demonstrates understanding of processes, products, etc. Prior leadership and presentation experience preferred. Project Management experience. Knowledge of different learning styles.

Education, Certifications & Designations:

Required: Strong understanding of American Modern operations in conjunction with our corporate strategy

Preferred: Bachelor's Degree or Actively Pursuing, P&C License. Experience with current company initiatives.

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible)
• Prescription drug coverage (included in your health insurance plan)
• Vision and dental insurance plans
• Short and Long Term Disability coverage
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes spouse/domestic partner and children)
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity)

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
• Eligibility to receive a yearly bonus as a Munich Re employee
• A variety of health and wellness programs provided at no cost
• A hybrid environment that gives you a choice in where and how you get work done
• A corporately subsidized on-site cafeteria as well as a We Proudly Serve coffee shop
• An on-site complimentary workout facility as well as walking trails on campus grounds
• On-site wellness center complete with nurse practitioner
• Financial assistance for adoptions and infertility treatment
• Paid time off for eligible family care needs
• Tuition assistance and educational achievement bonuses
• Free parking
• A corporate matching gifts program that further enhances your charitable donation
• Paid time off to volunteer in your community

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Applicants requiring employer sponsorship of a visa will not be considered for this position.

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