Commercial Operations Trainer

Job Summary

The Commercial Operations Trainer leads training and quality assurance efforts across Unico’s Commercial Lines team. This individual is responsible for onboarding and continuous training of account management staff, optimizing the use of the agency management system, and maintaining quality standards and process consistency across service teams.?This individual also maintains a small book of business.  

Responsibilities

Training & Development

• Design and deliver onboarding training on the agency management system, department workflows, and agency standards and procedures for new hires in the commercial insurance division.? 
• Develop and maintain training materials, job aids, and system guides for ongoing education.? 
• Conduct regular training workshops and one-on-one coaching to upskill existing team members. 

Quality Assurance & Process Improvement

• Monitor desk-level workflows to ensure alignment with agency procedures, service standards, and errors and omissions prevention efforts. ? 
• Conduct audits to assess documentation accuracy, service timeliness, and client engagement quality.? 
• Provide feedback and coaching to team members based on audit results and performance trends.? 
• Partner with leadership to identify and resolve gaps in processes, knowledge, or system use.? 

System Optimization 

• Act as a subject matter expert on the agency management system.? 
• Assists with the implementation of system updates, configuration, and best practices.? 
• Provide frontline support for troubleshooting and optimization requests from account managers.?

Account Management

• Manage a small book of commercial business, ensuring excellent service, retention, and client satisfaction.? 
• Serve as the primary contact for assigned clients, handling renewals, policy changes, and day-to-day service requests.? 
• Work collaboratively with producers and carriers to support client needs and maintain strong relationships.

Professional Requirements

• Education: A bachelor’s degree, or the recognized equivalent in education and experience is required.   
• Experience: 5+ years of experience in commercial insurance or training/coaching within an agency setting.?Strong knowledge of commercial line coverages, workflows, and carrier relationships.?Experience with agency management systems and a passion for operational excellence.?Familiar with major insurance carriers and underwriting guidelines, and experience using CRM and lead generation tools. 
• Licensure: Property & Casualty insurance license required. 

Skills | Abilities

• Experience designing and delivering training in a professional setting.? 
• Expertise in teaching content and managing a classroom 
• Interact with classroom participants in a manner that demonstrates sensitivity, tact, and professionalism 
• Natural collaborator who can balance client service and internal support functions.? 
• A proactive mindset and ability to lead change through influence.? 
• Ability to translate business goals and objectives into realistic training curriculum 
• Established skills in adult learning principles 
• Excellent communication and interpersonal skills, and the ability to work with others.  
• Demonstrates strong PC skills including Word, Excel, and Outlook.   
• Knowledge of Agency Management Systems. 
• Detail-oriented with strong organizational and analytical abilities.? 
• Maintain a professional image. 

Physical Demands | Working Environment

• This is a full-time position.   
• Days and hours are Monday through Friday 8:00 AM to 5:00 PM.   
• This role’s physical exertion is sedentary and takes place in an office environment.  
• Exerting up to 50 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull, or otherwise move objects.  
• Substantial movements and repetitive motion of the wrists, hands, and/or fingers.  
• Individuals must have close visual acuity to perform activities such as preparing and analyzing data and figures; transcribing, viewing a computer, and extensive reading. 

Professional. Team Player. Positive. Trust.

UNICO Group is committed to the full inclusion of all qualified individuals. In keeping with our commitment, UNICO Group will take steps to ensure that people with disabilities are provided reasonable accommodation. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact People Operations at careers@unicogroup.com