Design, deliver, and continuously enhance comprehensive training programs that build advanced knowledge, technical expertise, and service-focused communication skills among P/C Customer Service team members. Leverage deep understanding of complex billing systems, insurance workflows, and business processes to ensure team members are proficient and can confidently navigate inquiries and provide an exceptional and accurate customer experience aligned with the department’s vision. Collaborate with analysts to translate system changes and business initiatives into effective, practical learning solutions that support operational readiness and service excellence.

Design, deliver, and continuously enhance comprehensive training programs that equip team members with advanced technical, procedural, and customer service competencies required to meet departmental performance standards and strategic goals.

Provide expert-level, hands-on coaching through live calls and chat support, as well as scenario-based training to develop both technical accuracy and service confidence, while reinforcing quality standards and customer experience best practices.

Monitor and assess trainee performance through observation, real-time feedback, and assessments, ensuring mastery of department procedures, systems navigation, and service standards; identify skill gaps and communicate developmental needs to leadership.

Create, maintain, and enhance training materials and resources that simplify complex processes for practical application; manage the department’s training library to ensure content remains accurate, current, and aligned with evolving business needs.

REQUIRED:

• Bachelor’s degree required, with a focus in education, insurance, business administration, finance, or a related field. Equivalent experience may be considered.
• Minimum two to four years of experience in customer service, insurance billing systems, or technical training roles required.
• Training, coaching, or instructional experience in a corporate or customer service setting required.
• Proficient in adult learning principles and able to apply them in both virtual and in-person training environments.
• P/C Resident Producer license course to be completed within 6 months of hire. P/C Resident Producer license required to be obtained within 12 months of hire.
• Commitment to ongoing professional development and job-related education required.

PREFERRED:

• Proficient in Microsoft Office Suite required; experience using a Learning Management System (LMS) strongly preferred.
• Strong working knowledge of insurance concepts and billing processes preferred.
• Designations in AINS, ACS, or AIS preferred.