Risk Strategies Company · 22 hours ago
Customer Experience Training Specialist (Remote)
United States
Full-time
Remote
Senior Level
$52K/yr - $59K/yr
5+ years expRisk Strategies Company is seeking a Customer Experience Training Specialist to enhance their team’s customer service skills and ensure a high-quality experience for clients. This role involves designing and delivering training programs, managing the Five9 contact center system, and conducting quality audits to improve service delivery.
ConsultingFinanceFinancial ServicesInsuranceInsurTech
Responsibilities
Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions
Manages and maintains the Five9 contact center system, ensuring alignment with business needs through proper configuration, user account management, and permissions
Creates, updates, and maintains training documentation and resources that clearly outline service standards, systems tools, policies, and procedures to support consistent staff performance
Partners with department leadership to assess staff competencies, identify skill or knowledge gaps, and implement targeted training or coaching solutions
Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed
Collects and reports on training and quality metrics using call monitoring and shadowing data to measure program effectiveness, identify trends, and recommend ongoing improvements
Maintains up-to-date business knowledge across Life & Health and BIL units, insurance products, policy systems, and industry trends; collaborates with Corporate Learning & Development to continuously enhance training content and delivery
Qualification
Required
Bachelor's degree in business management, business administration, education, or related field of study
5+ years working in a professional training environment with at least 2+ years of experience in instructional design
Experience in a contact center environment with a focus on Five9 administration
Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization
Preferred
Prior experience in the insurance industry
Life & Health or Property & Casualty (P&C) insurance license
Company
Risk Strategies Company
RSC is an insurance brokerage firm that offers employee benefits, consulting, financial, and wealth management solutions. It is a sub-organization of Accession Risk Management Group.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2015-10-07Acquired
Leadership Team
Jeff M. Clinkscales
SVP, West Region Private Client Leader
Lawrence Hartley
Senior Vice President
Recent News
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