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Wellfleet · 1 week ago

Customer Service Trainer

United States

Full-time

Remote

Mid Level

$58K/yr - $68K/yr

3+ years exp

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance. The Customer Service Trainer is responsible for developing and delivering training materials, maintaining the knowledge management database, and collaborating with other departments to ensure quality content and improve customer service interactions.

Employee BenefitsHealth CareInsuranceInsurTechLife Insurance

Responsibilities

Work in collaboration with the Customer Service Leadership Team to develop and maintain training materials

Provide customer service training including creating and reviewing materials, scoring exercises and quizzes, scheduling call shadowing and conducting post training surveys

Confer with management, supervisors, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies

Formulate teaching outlines and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops

Select or develop teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops

Test trainees to measure progress and to evaluate effectiveness of training

Report on the progress of employees under guidance during training periods

Maintain trainee records

Coordinate training and workflow efforts with the Claims Trainer to ensure processes are aligned

Make recommendations to improve training, workflow processes, policies, and procedures

Listen to recorded calls and logged call notes of trainees to assess accurate delivery of call content and soft skills

Provide feedback to supervisors and managers related to training

Develop and maintain a consistent infrastructure and style guide to manage and deliver content via the Customer Service Knowledge Database

Develop and maintain best practice guidelines for content development, process documentation, document review, editing and approval

Provide independent decision-making and analysis of source materials to develop content in the database

Collaborate with key stakeholders to develop and review content via a timely and documented process

Manage communications with internal stakeholders/departments to ensure updated and new information is developed timely for the database

Manage all requests submitted for database updates and/or modifications

Create, update, and maintain Customer Service Knowledge Database training materials and modules

Perform other duties as assigned

Qualification

Training experienceHealth insurance knowledgeAnalytical skillsMS Office SuiteCommunication skillsMultitasking abilityOrganizational skillsProblem-solving skillsAttention to detailSelf-motivated

Required

Bachelor's degree in healthcare, business, or related field, and 3+ years of experience in health plan customer service with thorough understanding of benefits and policy interpretation, or equivalent combination of education and experience

Minimum of 1 year training experience

Excellent verbal, written and interpersonal communication skills

Responsible, and dependable with exceptional attention to detail

Strong analytical, judgement/critical thinking, decision-making and problem-solving skills

Strong organizational skills and the ability to manage multiple tasks with competing priorities in a fast-paced environment

A strong work ethic and sense of responsibility for your teammates and our members

Strong ability to multitask while maintaining integrity and quality of service

A strong understanding of accident and health insurance products

Self-motivated with the ability to work independently, with very little supervisory direction

A strong understanding of health insurance call center business practices

Ability to analyze data and identify trends and translate into individual or team training

Proficient in MS Office Suite, specifically Word, Excel, PowerPoint, and Outlook

Benefits

Life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress