Customer Service Business Analyst

Client Training and Business Analyst 

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. 

American Modern is seeking a client-focused training and business analysis professional to support external clients, business partners, Sales Managers, and internal Customer Service teams. This hybrid role combines instructional design and facilitation with business analysis, process improvement, workflow documentation, data analysis, and implementation support. You will translate client and operational needs into practical training programs and process solutions that improve the agent, customer, and employee experience. 

What You’ll Do 

Client Training and Learning Development 

• Consult with external clients, distribution partners, Sales Managers, Customer Service leaders, and other stakeholders to identify learning needs and performance opportunities. 

• Design clear, engaging training programs, facilitator guides, job aids, e-learning modules, assessments, and other resources for client and internal audiences. 

• Facilitate interactive training sessions, workshops, and one-on-one coaching in virtual and in-person settings, adapting content to different audiences and business needs. 

• Lead client planning discussions and recommend training approaches that support business goals, product or policy changes, and future-state needs. 

• Partner with Legal, Compliance, Sales, Marketing, and Customer Service to ensure training content is accurate, current, and aligned with company and industry standards. 

• Coordinate training schedules, records, communications, and logistics to deliver a consistent and professional learning experience. 

• Evaluate training effectiveness using participant feedback, operational results, customer insights, attendance, participation, and other performance measures; use findings to continuously improve programs. 

Business Analysis and Process Improvement 

• Gather, clarify, and document business needs, requirements, workflows, and success measures in partnership with clients and internal stakeholders. 

• Analyze call volume, policy activity, customer feedback, operational performance, and other service-related data to identify trends, risks, root causes, and improvement opportunities. 

• Map current-state and future-state processes and recommend practical changes to workflows, tools, training, or technology. 

• Support the planning and implementation of new policies, systems, and business initiatives, including readiness assessments, communications, training, user acceptance testing, and post-launch evaluation. 

• Translate complex business information into clear recommendations, process documentation, presentations, and learning materials for technical and nontechnical audiences. 

• Maintain consistent communication with Customer Service leadership, project teams, clients, and other stakeholders regarding priorities, progress, decisions, and outcomes. 

• Measure the impact of implemented changes and recommend adjustments that improve efficiency, service quality, adoption, and the overall client and customer experience. 

What You’ll Bring 

Required Qualifications 

• High school diploma or equivalent.  Bachelor’s degree in business, education, instructional design, communications, analytics, or a related field is preferred.  

• Experience delivering training, facilitating presentations, coaching, or leading learning sessions for professional audiences. 

• Experience gathering business needs, analyzing information, documenting processes, or supporting process improvement initiatives. 

• Experience developing training materials, job aids, presentations, e-learning, assessments, process documentation, or similar content. 

• Strong client-facing communication and consultative skills, with the ability to build relationships and present recommendations to varied audiences. 

• Ability to interpret operational data, identify trends, and translate findings into practical actions. 

• Strong organization and project coordination skills, including the ability to manage multiple priorities and stakeholders. 

• Proficiency with Microsoft Office applications and virtual meeting or presentation platforms. 

• Insurance industry experience or a professional designation such as INS or CPCU. 

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 

• A corporate matching gifts program that further enhances your charitable donation 

• Paid time off to volunteer in your community