Customer Service Training Mentor

Job Description

The Training Mentor is responsible for mentoring new hires and existing employees through training, delivering formal instructor-led (classroom and virtual) training, facilitating discussions to support the implementation of informal training solutions, and providing coaching and performance-based feedback to employees enabling them to perform the requirements of their roles while maximizing their time to full job competency. The Training Mentor will facilitate hands-on training in 1:1 situations with coaching and instruction in the advanced areas of Operations including Customer Service and Claims processing, functioning as a Subject Matter Expert. This includes the delivery and facilitation of learning solutions encompassing product, compliance and job specific process knowledge; sales, service and customer retention skills, knowledge of how to use and navigate various systems, tools, websites etc employees use daily on the job.

What Will You Be Doing

• Training new hires
• Deliver and facilitate new hire training with an emphasis on Customer Service utilizing skill-based training, systems, employee tools, and member web site, etc. in a virtual and in-person environment.
• Assess content and report out at a high level ROI on time spent, quantifying impacts.
• Continuing education for existing staff
• Deliver training for existing employees with sessions on a variety of products, systems, job roles, and support area business processes.
• Feedback on trainees
• Provide coaching and feedback to management on progress of an individual learner and a group on their ability to best apply knowledge, skills, tools and job processes.
• Partner with auditing, ops, acct mgmt, TD to evaluate existing content
• Function as a performance consultant, collaborating with operations to perform needs assessment and recommend training solutions.
• Assess content and report out at a high level ROI on time spent, quantifying trends in training impact
• Partner with team to deliver pilot courses and provide feedback on instructional soundness of materials, including assessments.
• Facilitation method feedback
• With guidance from leadership, recommend best practices in facilitation which support formal and informal solutions in an in-person and virtual environment that take into account technology platforms.
• Administrative
• Perform administrative responsibilities, such as evaluations on course and delivery effectiveness, classroom surveys regarding set-up/upkeep/system images, and system performance & other duties as assigned.

Qualifications

• 4+ years related work experience.
• Training delivery/facilitation experience in an in-person environment which includes 1 – 2 years experience in virtual classroom facilitation.
• Experience working with new hires and existing employees in either Customer Service Calls or Processing Claims with emphasis on error-free production following training.
• Related Bachelor’s degree or additional related equivalent work experience in areas of Operations, Training, education, human resources, business, or other related fields.
• Years of delivery/facilitation experience can be supplemented with 3 - 5 years of relevant work experience in Operations, customer service, billing and/or claims processing, being performed in a health/insurance related organization.
• Demonstrated knowledge of adult learning theory & principles.
• Seasoned written and verbal communication skills which include demonstrated ability to facilitate training.
• Ability to address non-routine requests and/or solve non-routine business-related issues.
• Ability to work in a fluid environment where business and organizational direction changes occur frequently.
• Seasoned knowledge of Kirkpatrick and Philip learning evaluation models with experience in knowledge proficiency and on-the-job transfer.
• Ability to interpret business-related results into actionable items for individual growth and development.
• Ability to quickly develop business relationships.
• Ability to provide feedback to elevate the performance level of an individual or team.

Preferred Qualifications

• Management experience preferred.
• 5 or more years of experience delivering training to non-exempt and exempt employee audiences.
• 1 or more years of experience delivering training to front-line managers and/or supervisors.
• Industry recognized facilitator certification (i.e. ATD Certification, Achieve Global, etc.)
• Seasoned knowledge of instructional design process (i.e. ADDIE, RAPID) with ability to demonstrate practical application of principles preferred.
• Working knowledge of instructional design methods (Dick & Carey, MLRK) with ability to demonstrate practice application of methodology preferred.

What We Can Offer YOU!

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance
• Life insurance, Short- and long-term disability programs
• Leave programs to support personal circumstances.
• 401(k) includes employer contribution match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits options available
• Comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for interns and part-time employees may differ.

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities

Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.