Courtney Brace

Learning & Development Manager at AmTrust Financial Services, Inc.

Meet Courtney Brace, a visionary Manager of Learning & Development and former Instructional Designer. In her compelling journey, she reveals how Learning & Development has evolved far beyond mandatory compliance training. Discover how Courtney’s expertise transforms the organizational landscape, equipping employees and leaders for unparalleled success. Brace yourself for a captivating exploration of the transformative role L&D plays in shaping careers and propelling organizations forward.

When people think of learning and development within an organization, most of the time they picture mandatory compliance training. But I’m here to tell you there is much more to it than that! Over the years, the Learning & Development department has become a strategic partner to the business. We are here to help move the organization forward and equip employees and leaders to succeed.

As a Manager of Learning & Development and in my previous role as an Instructional Designer, I have seen the impact we have made. Insurance is an ever evolving and fast paced industry, and a lot of people will tell you that they learned what they know on the job from their peers or leaders. We take that internal knowledge and experience and combine it with industry standards to create streamlined learning programs for all employees within the organization. This includes programs such as new employee orientation and onboarding, role-specific technical training for all levels, and career and leadership development.

Learning & Development partners with the business to identify gaps that training could fill or opportunities where learning programs can take us to the next level of service. Once we identify the gaps or opportunities, we work with Subject Matter Experts (SMEs) to develop the content and determine the appropriate delivery and metrics to measure our success. Outside of the normal instructor-led training and online learning courses you are familiar with, we create:

  • Engaging and interactive workshops where learners can immediately apply what they’ve learned.
  • Animated videos that walk learners through processes and scenarios that they may encounter.
  • Visually appealing infographics that outline best practices.
  • Short microlearning bursts that help learners recall topics several months after the program.
  • Learning and talent frameworks that support growth within the organization.
  • And so much more!

At AmTrust, one of the most pivotal programs that we have put in place is our Claims Associate Onboarding Program. Prior to this program, there was no formal onboarding process for new Claims Adjusters. The Learning & Development department worked with SMEs throughout Claims to create a comprehensive program to set new hires up for success in their role. It features engaging workshops, interactive online courses, scenario-based learning and on-the-job training opportunities. After implementing the Claims Associate Onboarding Program in 2022, 92% of participants stayed with AmTrust and 76% of participants were promoted within nine months All of which is a true testament to the impact a well-executed learning program can have on employees.

We have taken great strides to transition from simply developing training to more of a learning and performance support partner to the business. I hope this helps you see the benefit that a great Learning & Development team can be to an organization.

Large language models, such as Chat GPT, have emerged as powerful tools with vast potential across various industries. In a recent webinar, industry experts explored the capabilities, risks, and implications of these models. This blog post highlights key takeaways, from the benefits and challenges to risk mitigation strategies and ethical considerations.

Capabilities and Applications:

Large language models, like Chat GPT, process vast amounts of information, enabling human-like responses. They find applications in insurance, healthcare, customer service, and beyond. These models possess the ability to understand context, generate text, and answer complex questions. Their capabilities have significant implications for enhancing customer experiences, improving decision-making processes, and streamlining operations in various sectors.

Risks and Challenges:

One of the primary challenges associated with large language models is the phenomenon of hallucinations. Hallucinations occur when the model generates responses that sound plausible but are factually incorrect. This poses a significant risk, as users may unknowingly rely on misleading information. Understanding the potential for hallucinations is crucial in mitigating their impact and ensuring responsible usage.

Risk Mitigation Strategies:

To address the risks associated with hallucinations, the webinar emphasized the importance of implementing checks and balances. Users must acquire the necessary skills to prompt the model accurately, minimizing the chances of receiving false information. Additionally, exploring the configuration of the models and leveraging the expertise of data scientists can enhance their capabilities and provide better control over the risks associated with hallucinations.

Practical Use Cases:

Large language models have demonstrated their value in practical use cases such as claims settlement. Their ability to process and analyze large volumes of data quickly has resulted in significant improvements in efficiency. For instance, Lemonade’s record-setting claim settlement time of two seconds showcased the potential of these models. Additionally, the interpretation of policy documents and providing human-like responses to legal queries are other areas where large language models have proven their practicality.

Education and Adaptation:

As large language models continue to evolve, professionals across various fields must stay updated with technological advancements. The ever-changing landscape of job roles requires individuals to adapt and develop foundational knowledge in tandem with these technologies. Investing in education and resources that empower individuals with the skills to navigate and interact with large language models responsibly is crucial. Promoting digital literacy, critical thinking, and ethical reasoning are essential components of this educational effort.

Ethical Considerations:

The responsible use of large language models requires a thoughtful approach that considers various ethical dimensions. Issues like bias, privacy, and consent must be taken into account during the development and deployment of these models. Incorporating ethical considerations ensures that the outcomes are fair, unbiased, and aligned with societal values.

Transparency and Trust:

Transparency plays a vital role in the responsible usage of large language models. Users should have a clear understanding of the limitations and potential pitfalls of these models. Providing explanations and insights into how the models arrive at their responses can build trust and enable users to make more informed decisions.

Collaboration and Knowledge Sharing:

Large language models have a wide-reaching impact that extends beyond individual sectors. The webinar emphasized the significance of collaboration and knowledge sharing among industry professionals, researchers, and policymakers. Open dialogue and interdisciplinary collaboration can help address the challenges and maximize the benefits of large language models across various domains.

Research and Development:

Continual advancements in model architectures, training methodologies, and fine-tuning techniques are essential to improve the robustness and reliability of large language models. Ongoing research and development efforts are necessary to address the issue of hallucinations and enhance the overall performance of these models.

Regulatory Frameworks and Standards:

As large language models become more pervasive in society, it becomes crucial to establish regulatory frameworks and standards to govern their use. These frameworks aim to ensure responsible usage, protect against misuse, and provide accountability. Guidelines and safeguards can help address potential ethical concerns, mitigate risks, and foster public trust in the technology.

Large language models offer tremendous opportunities and advancements in our industry, but they also present challenges and risks. Understanding these risks, implementing effective risk mitigation strategies, and fostering responsible usage are key to harnessing the full potential of these models while minimizing their liabilities. Collaboration, transparency, ethics, education, research, and regulatory frameworks are essential elements in shaping the future of large language models and maximizing their positive impact on society. By embracing these principles, organizations and individuals can navigate the evolving landscape of technology and leverage large language models for the betterment of humanity.

Watch the webinar on the RISE YouTube channel:

At RISE, we believe in the power of personal stories to inspire and educate. We’re bringing you a blog post from one of our contributors, Elisa Swanson, as she shares her unique journey into the world of actuarial science and her unexpected love affair with the insurance industry. With a passion for numbers and a yearning for a career that aligned with her vision of success, Elisa’s story highlights the serendipitous moments and conscious choices that led her to embrace actuarial science and, in turn, be chosen by the insurance industry. Join us as we dive into Elisa’s narrative, where her unwavering determination, the guidance of her high school counselor, and a touch of fate collided to shape her path.

Elisa Swanson

Actuarial Analysis at Berkley Healthcare

A lot of people ask me how I chose what I do. 15-year-old Elisa worried more about finding something she could do for the rest of her life and be happy with it than she did about prom dates or turning in her homework on time. I wanted more than anything to have my whole life planned out so I could start living it. Even at 24, I know how impossible that task was, but a past me was engulfed with it. My high school counselor actually handed me a career book on one of our numerous conversations about the topic. Thank goodness, actuarial science starts with A.

I’m kidding, but he did really give me a copy of “A to Z of careers and jobs”. He also sent me home with a printed copy of Maryville University’s web page on actuarial science. It was like fate had emailed him that day asking if he knew any students interested in actuarial science.

I’ve always loved math (said no one ever, except me). I love that numbers spoke to me and that you know whether or not you were right. I like that there was some kind of art to a really long complicated equation. But I also fantasized of blazers and fun office stationery and corporate life; my mom had lots of photos from when she worked in corporate America and I always saw myself in one of her old pant suits, taking on the world. Actuarial science combined my passion with my vision of me as an adult; plus, as a high schooler in too many extracurriculars and AP classes, I read that actuaries have a low stress job and that appealed to me.

While I did choose to be an actuary, the insurance industry chose me. Over 60% of actuaries work in the insurance industry. While the vast majority of the rest of them work in the finance. From my first class, insurance and actuaries were put in the same sentence. We learned about the different aspects of insurance, the big insurance companies in St. Louis came to visit us, the actuarial science career fair was all insurance companies. So, like salmon in the spring, I followed the path that was carved for me and when I graduated, I joined the insurance industry and didn’t look back. What I didn’t know was that I’d fall in love with insurance.

Elisa’s journey into actuarial science and her subsequent love for the insurance industry serve as a testament to the unpredictable yet beautiful nature of career paths. From her early aspirations of having her entire life planned out to the fortuitous guidance she received from her high school counselor, Elisa’s story highlights the importance of being open to unexpected opportunities and embracing the intersections of passion and practicality. As she followed the carved path of insurance and actuarial science, Elisa discovered a profession that not only satisfied her love for mathematics but also fulfilled her vision of corporate life. Through her experiences, Elisa reminds us that our paths may be influenced by external factors, but it is our own curiosity, dedication, and willingness to adapt that truly shape our journey.