Small Business Center Training Specialist

Position Summary

The Small Business Center Training Specialist is responsible for the training, development, and onboarding of employees within the center, ensuring team members are equipped with the knowledge, skills, and tools needed to succeed in their roles. This position delivers process, customer service, workflow, and technology training through customized learning programs, instructor-led sessions, and virtual training platforms.

The Small Business Center Training Specialist partners closely with leadership, carriers, vendors, recruiting, and key stakeholders to coordinate training schedules, support system enhancements, and drive continuous improvement. This role plays a critical part in maintaining training effectiveness, supporting operational excellence, and ensuring a seamless onboarding and development experience for center colleagues.

• Facilitate engaging and effective training sessions aligned with organizational goals, strategic initiatives, and operational priorities
• Deliver process, workflow, customer service, and technology training through instructor-led, on-demand, onsite, and live virtual sessions
• Develop, enhance, and maintain training materials, e-learning tools, job aids, and training programs to improve learning effectiveness and operational efficiency
• Create and continuously improve quick reference guides, standard operating procedures (SOPs), and process documentation to support employee success
• Collaborate with leadership and key stakeholders to establish training schedules, provide progress updates, gather feedback, and ensure successful training outcomes
• Serve as a subject matter expert (SME) and training support resource during software upgrades, system enhancements, and new technology integrations, including participation in user acceptance testing (UAT)
• Maintain visibility into current and upcoming training initiatives to ensure alignment across departments and proactive planning
• Coordinate with carriers and vendors to schedule and facilitate training sessions related to new systems, tools, and carrier platforms
• Provide weekly progress reports, training updates, and needs assessments to the Process Governance team and leadership
• Promote a culture of continuous improvement by identifying training gaps, collecting feedback, and recommending enhancements to processes and learning programs
• Stay current on carrier websites, tools, and resources, ensuring center colleagues are trained and knowledgeable on available platforms and best practices
• Serve as the primary point of contact for onboarding new center colleagues, ensuring a smooth and effective onboarding experience
• Partner closely with the recruiting team and hiring managers to stay aligned on new hires and proactively prepare customized training plans

• Property & Casualty insurance industry experience required
• Previous training, facilitation, or employee development experience within the insurance industry required
• Experience training in a call center or service center environment strongly preferred
• Experience supporting onboarding, workflow training, and process improvement initiatives preferred

• Not Required

• Advanced proficiency in Microsoft Office applications, including Outlook, Excel, PowerPoint, and Word
• Experience with Applied Epic Agency Management System required
• Experience with virtual training platforms and e-learning tools preferred

• Strong attention to detail and organizational skills
• Excellent verbal and written communication skills
• Strong presentation and facilitation abilities
• Passion for coaching, developing, and educating others
• Effective change management skills with the ability to support organizational transitions
• Strong problem-solving and critical-thinking abilities
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative team player with strong interpersonal skills
• Ability to work independently while maintaining alignment with leadership and stakeholders
• Strong customer service mindset and commitment to employee success

• College degree preferred, or equivalent combination of education and relevant work experience

• Up to 25% travel required

Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally.

At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity…