Job Responsibilities and Requirements
The L&D Specialist / Retirement Services Operations (R/S Ops) Trainer has day-to-day responsibility for supporting learners at all levels within the Retirement Services Operations department. The R/S Ops department handles all aspects of post-sale annuity contract support, from the initial setup and review of annuity contracts to any service needs through the contract's life. Primary support will be presenting, creating, and implementing new hire training, job enrichment training and targeted refresher training to the following R/S Ops Business Areas: New Business, Agency, Inforce, Claims and Customer Care.
The R/S Ops Trainer will work closely with the Director of Customer Experience and the entire Retirement Services Leadership Team to identify areas for improvement. Examples of these improvements could include identifying training needs, optimizing Knowledge Management, enhancing processes, optimizing feedback loops, and developing curriculum. The R/S O Trainer will have the authority to make independent decisions on what goes into training courses and curriculum.
Operational Effectiveness:
Facilitate New Hire Training, Job Enrichment Training, and Refresher Training.
Create training courses, collateral, and documents related to RSO products and processes.
Provide technical support to RSO related to any course material, learning systems or knowledge management systems.
As necessary, they will work with Project Management and other departments in testing efforts, including but not limited to UAT, QT, etc.
Supports the performance of trainees throughout R/S Ops at all career stages while building a positive and respectful work environment.
Interacts with R/S Ops management in implementing and measuring “best practices” to continually enhance the Business Unit’s efficiency and effectiveness.
Training and Development:
Train new R/S Operations staff members on core aspects of the RSL Retirement Services Operations business.
Maintain ongoing training and refresher training for existing staff as changes occur throughout the business.
Mentor all new R/S Operations staff members upon release from the new hire training program through their first 90 days. This includes but is not limited to daily summaries and weekly detailed management summary reports for review by the Customer Care Management team.
Responsible for overseeing and maintaining all knowledge content documents, including job aids, SOPs, training agendas, and manuals.
Required Knowledge, Skills, Abilities and/or Related Experience
Associate degree required.
5 years’ experience directly related to Adult and/or Corporate Training and Insurance Operations.
Annuity experience preferred but not required.
Experience within an Operations and/or Service environment.
Multi-tasking, project management and time-management skills are required.
Proficiency in all MS Office applications is required.
Knowledge of procedure creation and maintenance is preferred.
Superior presentation skills
Strong verbal and written communication skills.
Strong technological acumen, ability to learn and utilize multiple Knowledge Management and Learning Management systems.
Work location may be flexible if approved by the Company.
What We Offer
At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.
That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
Our Benefits:
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An annual performance bonus for all team members
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Generous 401(k) company match that is immediately vested
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A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
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Multiple options for dental and vision coverage
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Company provided Life & Disability Insurance to ensure financial protection when you need it most
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Family friendly benefits including Paid Parental Leave & Adoption Assistance
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Hybrid work arrangements for eligible roles
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Tuition Reimbursement and Continuing Professional Education
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Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
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Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council
Our Values:
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Integrity
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Empowerment
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Compassion
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Collaboration
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Fun
EEO Statement
Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.
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