Job Listings

Learning Specialist

3700 S. Stonebridge Dr. McKinney, Texas
Job number: 4557

Job Description:

Learning Specialist

Primary Duties & Responsibilities

The Customer Retention Learning Specialist is responsible for the transition of all new conservation representatives from classroom training to application of knowledge, and will provide continuing education to current representatives.  The Learning Specialist will monitor and report the effectiveness of employee training to ensure that all call center representatives are properly equipped with the knowledge and tools that are necessary for their success.  The Learning Specialist must keep abreast of all new products and changes within the company to keep the representatives up-to-date on all relevant information. Floor responsibilities will include helping Representatives sign onto their computers, monitoring their calls and checking with them throughout the Representative’s first week to ensure a positive and smooth transition.

  • Provide on-the-job training on all products and services associated with the Customer Retention Call Center, including sales techniques, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
  • Conduct continuing education for current employees.
  • Assign all new hires a workstation and set up user profiles on company PCs
  • Update and maintain call center seating chart – ensure coordination of desk-sharing between daytime and nighttime employees
  • Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.
  • Assist supervisors in working with representatives needing extra assistance to meet standards
  • Serve as an interim classroom trainer for new hires, as needed
  • Submit new hire security tickets to ensure access is granted timely
  • Make updates to the training curriculum as needed and design changes to continuously improve its content and effectiveness
  • Audit live phone calls to identify training opportunities and conduct group and one-on-one coaching sessions as needed.
  • May assist with taking/making calls as needed based on departmental call volumes.
  • Help to motivate and maintain a positive environment amongst all employees
  • Help in design of contests and campaigns to motivate staff toward good performance
  • Troubleshoot any computer or phone problems for new hires.

Required Skills

  • Must be familiar with products of all of the Globe Life And Accident Companies.
  • Have a strong working knowledge of all types of Customer Retention programs (i.e., CSE, Letter Writer, Mainframe, eService/Citrix, Conservation Screen, etc.)
  • Have a positive and energetic outlook while working with new hires.
  • Strong and adaptable communication skills based on the learning method that works best for the new Representative.
  • Know when to escalate issues to Management’s attention.
  • Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence.
  • Excellent organizational skills
  • Proficient in MS Office and PC skills
  • Ability to speak effectively before groups of employees.
  • Must have the ability to give honest and productive feedback.
  • Able to function independently in a multi-task environment, as well as part of a team.
  • Strong planning and organizational skills.
  • Proven presentation/facilitation skills.
  • Reliable and predictable attendance of your assigned shift
  • Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying

Required Knowledge & Experience

  • High school diploma or equivalent.
  • 2+ years of prior training/teaching experience and/or combination of experience and education.
  • Prior customer service experience in an insurance setting a plus.

Location: 3700 S. Stonebridge Dr. McKinney, Texas

Apply Now

Current employees apply here.

Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.

Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for many of the health care expenses not covered by your medical plan including deductibles and co-pays. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contribution to HSA ($4500 family, $2500 single plans)

Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit

Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.

The Whole Globe

Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

SmileThe insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.