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.
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