.**Primary Purpose**:The Learning & Development Specialist is responsible for facilitating training classes for Operations personnel; both new hire training and continuing education for existing team members.**Essential Duties and Responsibilities**:- Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time._- Facilitate training classes for new hire employees and existing employees- Serve as supervisor for New hires until the new hires move to their permanent leader- Train Operations personnel on hard skills such as systems training, processing, underwriting, billing, procedures and soft skills such as customer service, branding, connecting- Determine training needs for all Operations employees and implements training- Develop training materials, updates existing materials and procedures- Monitor and tracks employee progress during training and lab including live call monitoring, adherence and providing feedback to the employee- Answer employee questions, both in lab and on QQ when needed. Works with employees to resolve processing problems.- Assist in the development of the training calendar and participating in focus and implementation groups- Responsible for maintaining and growing a relationship between National General Insurance and potential and current policyholders as well as internal customers.- Communicate to management regarding issues affecting the performance of the staff or customer satisfaction.- Continuously consider process improvements and implement best practices- Identify training needs and evaluate current training methods to maximize individual performance and unit flexibility- Coach and provide leadership in team, daily support to team members with issues; motivates others to excel- Promote teamwork through consistency, reliability and group cohesiveness- Require a high degree of initiative, mature judgment and discretion- Effectively communicate within Policy Operations with other business partners and third parties- Handles situations independent of a Manager with ability to resolve conflicts and empathize with customers. Has the ability to handle irate callers and escalated situations- Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers- Shares feedback when training opportunities are identified- Effectively communicates through oral and written communication- May be responsible for assisting in some training outside the department and/or Company when requested. This may include training at other call center sites within Operations.- This role requires flexibility to travel up to 20% of working timeJOB REQUIREMENTS**Minimum Skills and Competencies**:- The requirements listed below are representative of the knowledge, skill and/or ability required