Customer Service Trainer

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 Insurance Group is seeking a Trainer for our Customer Service organization. This role delivers engaging, results-driven training for internal Customer Service associates across onboarding, upskilling, and change initiatives, while developing supporting materials for marketing campaigns and product launches.

Responsibilities:

• Deliver virtual training, coaching, and mentoring to internal Customer Service associates in a positive, engaging learning environment.
• Partner with fellow support staff and leaders to drive associate development across all stages of the Customer Service career lifecycle (onboarding through advanced skill development).
• Develop, maintain, and update training content (facilitator guides, job aids, and assessments) for internal Customer Service associates; ensure materials are compliant and obtain legal approval when required.
• Collect and analyze training feedback, survey results, and assessment data; translate insights into updates that improve training effectiveness and associate readiness.
• Tailor training approaches to support a range of adult learning styles and create an inclusive learning experience.
• Coordinate training plans, schedules, and communications with Customer Service leaders and support teams to ensure consistent messaging and execution.
• Maintain open, proactive communication with associates, support teams, and leadership to reinforce consistency and readiness across the department.
• Track training completion and proficiency data and update POA with current associate skill sets.
• Support phone and chat lines as needed to remain compliant with service level expectations and maintain overall department results.
• Flexibility to adapt to changing schedules, with the ability to work any time during company hours, 8 am - 8 pm EST

Required Qualifications:

• High School Diploma or equivalent required; Bachelor’s degree or active pursuit of a degree preferred
• Active Property & Casualty (P&C) insurance license
• Minimum of 2 years of Customer Service experience at American Modern Insurance Group or equivalent experience; prior teaching or coaching experience preferred
• Meets or exceeds performance objectives.
• Demonstrated strength in Leadership, Integrity, Problem Solving, & Peer relationships.
• Demonstrated understanding of processes, products, etc.
• Prior leadership and presentation experience preferred.
• Previous Project Management experience.
• Knowledge of different learning styles
• Ability to work effectively across diverse teams, remain composed in challenging situations, and build strong working relationships
• Ample knowledge base of all products

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

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.

Hiring Manager - Linda Tilford

Recruiter - Jessi Arnold

Level 4