Job Summary

The Trainer is responsible for designing, delivering, and continuously improving training programs that support insurance operations within a contact center environment. This role ensures employees are equipped with the knowledge, skills, and tools needed to perform billing, account management, and policy servicing functions accurately and efficiently.

Qualifications

• Bachelor’s degree preferred; equivalent work experience accepted
• 1–2 years of pure insurance experience, preferably in:
• Billing
• Account management
• Policy servicing
• Minimum of 2–3 years of contact center experience
• At least 1 year in a training or learning & development role
• Strong knowledge of:
• Insurance billing processes
• ECC account management
• Excellent analytical, communication, and documentation skills
• Proficient in MS Office applications
• Experience using QA tools, CRM platforms, and contact center systems
• Highly detail-oriented, with the ability to identify trends and recommend solutions

Key Responsibilities

• Develop and deliver training programs for new hires and tenured employees
• Facilitate insurance-related training on billing, account management, and policy servicing
• Create and maintain training materials, job aids, and documentation
• Assess training effectiveness through evaluations, audits, and performance data
• Identify skill gaps and recommend training interventions
• Collaborate with QA and Operations teams to align training with quality standards
• Support refresher training and continuous improvement initiatives
• Track training completion and maintain accurate records

Key Competencies

• Strong facilitation and presentation skills
• Ability to simplify complex insurance concepts
• Analytical mindset with attention to detail
• Effective communication and documentation
• Adaptability in a fast-paced contact center environment