Insurance Trainer

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