Claims Specialist, Trainer & Instructional Designer

Job Details:

Openly is leveraging technology and experienced property, auto, and liability claims professionals to build a best-in-class training program that is rooted in continuous improvement. This role requires a tech-savvy, process-minded, self-motivated, high-energy individual skilled at problem-solving who can efficiently function in a fast-paced, performance-driven environment. We are seeking a dynamic and experienced Homeowners, Liability, and Auto Claims Trainer to join our team. This position is crucial for ensuring our claims adjusters are equipped with the knowledge, skills, and tools necessary to deliver exceptional service and make accurate, timely claims decisions across our personal lines of business. The final job level and title will be determined based on the candidate’s experience and qualifications.

Key Responsibilities:

• Instructional Design and Content Development: Design, develop, and maintain comprehensive training programs, curriculum, and materials for new hire onboarding, continuing education, process changes, and system updates related to Homeowners, Liability, and Auto claims.
• Utilize instructional design methodologies to create engaging, effective learning solutions, including virtual instructor-led training (VILT), e-learning modules, job aids, simulations, and blended learning solutions.
• Collaborate with stakeholders to ensure all content is accurate, up-to-date, legally compliant, and reflective of best practices and company policies.
• Develop clear learning objectives, assessment tools, and evaluation strategies to measure the effectiveness of training and its impact on claims performance metrics.
• Manage and update the claims training library and learning management system (LMS) content.

Training Delivery and Facilitation:

• Deliver high-quality, engaging training sessions to claims adjusters at all experience levels, including claims leadership.
• Facilitate role-playing exercises, case studies, and practical application scenarios to reinforce learning and develop critical decision-making skills.
• Conduct "train-the-trainer" sessions for claims leadership and designated peer trainers.
• Provide ongoing coaching and feedback to new hires during the onboarding phase.

Needs Assessment and Evaluation:

• Conduct training needs assessments using methods such as performance data analysis, observation, interviews, and surveys to identify skill gaps and performance deficiencies.
• Analyze claims audit results, quality assurance reports, and key performance indicators (KPIs) to proactively identify training needs and measure the impact of existing programs.
• Measure and analyze the impact of training modules on business results.
• Provide regular reporting on training outcomes, learner progress, and program effectiveness to claims leadership.

Knowledge, Skills, and Abilities:

• Deep, current knowledge of P&C claims handling, statutes, and policy interpretation.
• Ability to design and develop engaging, effective learning solutions for diverse adult learners.
• Engaging delivery style, strong ability to manage virtual classrooms, and provide constructive feedback.
• Ability to analyze claims data and performance metrics to diagnose training needs.
• Proven ability to work effectively with subject matter experts, leaders, and trainees.
• Ability to work, train, and coach remotely.

Requirements:

• Experience working independently and in a fast-paced environment.
• Proficient in Microsoft, Google Products, Learning Management Systems, and experience utilizing AI to enhance training.
• Innovative Mindset and Continuous Improvement.
• Minimum of 5 years of experience in a property and casualty insurance claims environment, with direct experience handling or managing claims in at least two of the following lines: Homeowners/Property, General Liability, and Auto (Physical Damage or Bodily Injury).
• Expert-level knowledge of claims lifecycle, regulatory requirements, policy language interpretation, and claims best practices for Homeowners, Liability, and Auto claims.