LEARNING & DEVELOPMENT. Need for Speed Drives

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1 Need for Speed Drives LEARNING & DEVELOPMENT Changes in the life industry, a shift in the workforce and have-it-your-way learning are among the factors driving professional development. 8 June 2016 RESOURCE

2 COVER STORY Death and taxes certain and unescapable. Make that death, taxes, and change every bit as unavoidable and pervasive and happening at dizzying speeds. The life insurance and financial services industry, marketplace, and workforce are constantly driven and shaped by change. That s never been more evident than in the last 20 years. People who once purchased coverage from a trusted agent now make buying decisions via Internet research, or call the toll-free numbers displayed in entertaining commercials. They attend meetings by phone, calling in from who knows where and can perform almost any job remotely instead of going to the office all thanks to rapidly evolving technological advances and amenities. A seismic shift in workforce demographics and culture Millennials buttressing the ranks of retiring Baby Boomers and, soon enough, Gen-Xers has added another layer of complexity, with new behaviors and a fresh set of expectations with which to contend. Building and retaining a diverse workforce that is goal-focused and engaged emerges at the top of the list of must-haves for companies that want to lead the industry. Providing support for all employees at different ages and different stages is another important factor, as companies scramble to accommodate the huge retirement business and the customers who are, or will be, retiring. So, how are companies facing these challenges? How are they supporting professional development and engagement for their employees? How are they accommodating the need for speed in terms of individual time commitments and the desire for convenient have-it-your-way learning? How are they preparing employees for a future that stretches out to retirement? We got some interesting responses to our inquiries from learning professionals at LOMA member companies who are on the front line of these issues. Marcia Batal-Rogers, Training Manager in Liberty Mutual s CI Talent & Enterprise Services organization, says Aligning learning and development to how people prefer to learn is a top priority for us, as is our respect for their time. Online learning, which is self-driven, self-paced and cost-effective, has proven much more attractive and engaging for our employees, Batal-Rogers notes. Serving as an Educational Representative for LOMA education at two different insurance giants for a total of nine years, Batal-Rogers experienced the transition from traditional text learning to online programs from both LOMA and other providers. Students often had to wait for or share the textbooks. Frequently the timing worked against them. They couldn t get access to the books in time to prepare adequately to take a firm-date exam. That s no way to keep a vibrant, It is not only Millennials who love the highly interactive online courses. Anyone who is challenged by traditional learning formats or who fears testing is drawn to them as well. tech-savvy, time-constrained workforce engaged. Online courses initially through course portals, but now primarily in highly-interactive formats with integrated exams help Liberty Mutual employees get up to speed quickly (See ALMI Sidebar, page 11) In the process, they gain a greater understanding of the job they perform, how it fits within the organization and the industry, and where it could take them in terms of advancement. We like everyone to take LOMA s Need2Know courses, says Batal-Rogers. They provide the fundamental knowledge new employees need and help them hit the ground running. The format, content, and scope appeal particularly to our Millennial employees, who make up a large percentage 75% of our Operations workforce. In the Operations area for which she is responsible, Batal-Rogers developed and oversees a two-year technical development learning map. It s based on identified skills and proficiencies for various job classes. Liberty Mutual also encourages all employees to earn the Associate, Customer Service TM (ACS ) designation within two years of joining the company. Technological innovation in content and delivery will continue to appeal, notes Batal-Rogers. Engaging employees in time- and cost-efficient ways that s what will continue to drive our professional development initiatives. 9

3 Sandra Spengler, FLMI, ACS, Director of Corporate Communications and Training at Southern Farm Bureau Life Insurance, oversees training and development for close to 700 employees. Like Batal-Rogers and Alford, she has also served in the capacity of Educational Representative. Learning and development is central to our corporate culture our career paths, promotions and awards are contingent on our employees professional development commitment and achievements, Spengler states. It starts with our interview process and is integrated into job descriptions, goals, and performance appraisals throughout the Southern Farm Bureau career. She says LOMA programs are a huge part of that culture, with certain job descriptions and goal documents citing specific courses the position encourages. If you want to advance here, the ACS designation is a must; there also have been situations in which the distinction of the FLMI has sufficed in place of college requirements for certain jobs. With annuity sales and service a big part of its business, Southern Farm Bureau is keenly aware of the need for its entire workforce to have a foundational understanding of the retirement side of the financial services coin, as well. The value of the retirement program LOMA has developed is obvious at the customer service level, Spengler points out. Our employees in our Annuity business are more informed, well-versed, and more capable of assisting our customers. But it s also been a wake-up call to employees as well. We ve had close to 350 enrollments across the six FSRI courses. Many are taking the FSRI courses for personal reasons as well, particularly if they are moving closer to retirement. Our average age of employee is 47, so many are at a point where they are seriously starting to think about how they want to live in retirement...and how they re going to pay for it. This program is invaluable to them. (See ASRI Designation Courses Complete, page 12). Navigating the Curves It is one thing to make sure employees understand the relatively stable parts of your business and how they fit into the whole success picture of your company. But how do you prepare for changes that can cause disruption to your business model? Two critical concerns the industry is facing today center around the DOL ruling and Customer Experience and LOMA is already on the road toward helping your business understand and better navigate these concerns. 1. De-mystifying DOL: In April, 2016 the U.S. Department of Labor (DOL) issued the final version of its rule defining the fiduciary status of people who give retirement investment advice. As companies review and begin implementing the rule, LOMA Secure Retirement Institute TM is creating a short course to help companies educate their workforce about the basics of the rule. The course will provide an unbiased, simple explanation of what the rule means to companies and their employees. It will establish a common language and understanding within your organization, and help employees understand the operational changes the company is making to comply with the rule. Watch for additional information about DOL Fiduciary Basics for Employees coming soon. 2. Integrating The Customer Experience: All companies want their customers journey through each aspect of the business transaction and relationship to be a positive experience, one that builds loyalty, retention and great referrals. LOMA is working on a short online program that examines the numerous touch points of that customer journey and various options service providers can deploy to enhance the customer experience. This course, which is appropriate for everyone in your organization, will be available in late The Road Ahead Some things never change. The workforce will continue to evolve. Expectations for learning will be driven to be faster, smaller, and increasingly deployed via mobile devices that accommodate hectic schedules and too little free time. Your customers will demand accurate information and prompt service delivered with confidence and respect. Make sure you and your company are securely in the driver s seat by staying ahead of the curve with your learning and development strategies. Need additional directions? Don t hesitate to contact membersolutions@loma.org Expectations for learning will be driven to be faster, smaller, and increasingly deployed via mobile devices that accommodate hectic schedules and too little free time. 10 June 2016 RESOURCE

4 The appeal of learning from wherever I am is not limited to younger workers. Boomers and older Gen-X employees are increasingly receptive to putting down the books and picking up a mouse to facilitate learning. INTRODUCING THE HIGHLY INTERACTIVE ONLINE ALMI With the imminent launch of LOMA 308 The Business of Insurance: Applying Financial Concepts, learners with a preference for interactive online learning experiences soon will be able to earn the Associate, Life Management Institute (ALMI ) designation and take integrated end-of-module exams for each course via computer and select other mobile devices. Those courses include: LOMA 281 Meeting Customer Needs with Insurance and Annuities: Describes the features of individual and group life insurance and annuity products, and emphasizes how insurance companies serve customers and meet customer needs through the products they provide. LOMA 291 Improving the Bottom Line: Insurance Company Operations: An important building block to understanding how life insurance companies and other fi nancial services institutions can operate at pea effi ciency to ensure solvency profi tability reputation, and customer loyalty. LOMA 302 The Policy Lifecycle: Insurance Administration: Traces the lifecycle of a life insurance policy and explores insurance administration functions through real-world examples that demonstrate underwriting processes, customer service practices, reinsurance protocols, and claims evaluation procedures. LOMA 308 The Business of Insurance: Applying Financial Concepts Describes the fi nancial concepts and applications critical to a company s profi tability solvency and ability to fulfi ll its obligations. LOMA 321 Marketing in Financial Services: Presents basic marketing principles from research, design, and pricing to distribution and regulation in a variety of formats that enable learners to understand and apply these principles in their own jobs. NOTE: All ALMI course requirements continue to have a traditional text-based learning option as well, with proctored end-ofcourse exams. 11

5 ASRI DESIGNATION COURSES COMPLETE The innovative Fellow, Secure Retirement Institute (FSRI ) designation program features a comprehensive professional development curriculum that covers the entire retirement planning and income marketplace. And, while employees enhance their ability to serve their customers after taking these courses, they also learn about planning for and managing their own retirement. Here is the Associate level of the program (ASRITM) consisting of six highly interactive online courses at a glance: SRI 111 Retirement Marketplace provides an overview of what people preparing for retirement need to know, products that offer solutions, and critical concepts that affect retirement planning. SRI 121 Retirement Savings and Investments is designed to familiarize students with various retail and institutional fi nancial products used to save and invest for retirement as well as the tax implications of those products. SRI 131 Planning for a Secure Retirement takes learners through the retirement planning process identifi es the tools that are available to help individuals create a retirement plan, and describes the primary components of a comprehensive retirement plan. SRI 210 Successful Retirement Outcomes describes the importance of retirement income planning in the decumulation phase of retirement, including how an individual or couple calculates the amount of income needed to satisfy retirement goals; evaluates income sources and expenses to identify gaps; then establishes a strategy for generating income and protecting assets. SRI 220 Retirement Marketing and Business Acquisition introduces the companies and individuals involved in retirement marketing and describes the general steps in the business acquisition process for both institutional and retail markets. SRI 230 Retirement Administration addresses administration functions for existing retirement accounts, products, and plans. Designed specifi cally for employees in asset management fi rms insurance companies distribution organizations, and record keeping companies, this course is particularly useful for those who provide information or guidance directly to customers. The fi nal course in the S I Program is S I Transform ing Retirement Security. Currently in development, this course will provide an overview of the current retirement system in the U.S. and examine forces for change, public policy, and megatrends that impact the retirement system. This course will also explore the potential for driving innovation to enhance the retirement system of the future. The FSRI is just one more learning opportunity that lets people achieve development goals where and when it suits them. It enhances our employees knowledge and ability to service their customers it also teaches them how to plan for and manage their own retirement, whether imminent or quite a ways off. 12 June 2016 RESOURCE