Coordinates and conducts training and development of new and existing Contact Center employees. Plans, organizes, and develops training curricula, materials, and programs to meet specific training needs. Works with Quality Review team and management to ensure course materials are current and relevant to training needs as well as to identify skill gaps for future training

Acts as subject matter expert in areas including but not limited to eligibility, pricing, and regulatory issues, workflows, and automated systems. Accountable for the renewal Quality Assurance results in Client Services, technical underwriting, policies & procedures, and compliance. Evaluates complex and technically involved underwriting issues and provides advanced techn

Develop an agency force that pre qualifies accounts, in house rates using CLAS, processing small business using One & Done and/or the Service Center, and recognizes the value of the AMS position to help them write new profitable business and achieve agency goals. Makes consistent underwriting decisions, adheres to company pricing philosophies and promotes ease of doing bu