One80 Intermediaries · 8 hours ago
Customer Experience Training Specialist (Remote)
United States
Full-time
Remote
Mid, Senior Level
$52K/yr - $59K/yr
5+ years expOne80 Intermediaries is a global insurance distribution platform specializing in wholesale brokerage and program administration. They are seeking a Customer Experience Training Specialist responsible for designing and delivering training programs to enhance customer service skills and ensure high-quality client experiences across various insurance lines.
ConsultingInsuranceWholesale
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
Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization
Preferred
Experience in a contact center environment with a focus on Five9 administration
Prior experience in the insurance industry
A Life & Health or Property & Casualty (P&C) insurance license
Company
One80 Intermediaries
One80 Intermediaries provides Underwriter and Wholesale Broker in all forms of Commercial Insurance. It is a sub-organization of Accession Risk Management Group.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Martin Burlingame
Managing Director
Recent News
2025-09-19
2025-09-12
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