Specialist - Training; Limited-Service, Remote

The Training Specialist supports the U.S. Office of Personnel Management’s (OPM) administration of the FEHB Protection Act by developing and delivering training for Customer Service Representatives supporting Federal Employees Health Benefits (FEHB) and Postal Service Health Benefits (PSHB) Program enrollees.

The Training Specialist works collaboratively with Instructional Design, Knowledge Management, Operations, Quality, and program stakeholders to develop and refine training materials, exercises, assessments, job aids, and other learning resources. The position facilitates instructor-led virtual new-hire training, creating an engaging learning environment that helps CSRs understand program requirements, systems, processes, and customer service expectations.

The role also monitors learner progress, provides coaching and feedback, administers assessments and practical exercises, and identifies opportunities to strengthen training content and delivery. The Training Specialist helps ensure CSRs are prepared to provide accurate, consistent, and professional support while appropriately handling PII, PHI, and other sensitive information.

• Create and develop training curriculum and training materials based on proven adult learning techniques.

• Create and develop training scenarios and update comprehensive training environment data resources to ensure that systems training mimics the production environment systems tools used by employees on a daily basis.

• Work extensively with business partners and SMEs to perform needs analysis, develop learning objectives and design deliverables that meet learner and stakeholder needs and organizational quality standards.

• Develop qualitative and quantitative assessment tools to measure learner requirements, competencies, and organizational quality standards.

• Teach instructional programs in accordance with training or other course requirements and organize materials to be presented.

• Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrate results into new and existing course curriculum.

• Review, evaluate, and modify existing and proposed curriculums and recommend changes to policies and procedures as applicable.

• Develop and create training resources and maintain/update systems training environment and library of training resources to align with operational excellence.

• Responsible for adhering to established safety standards.

• Develop solutions to a variety of problems of moderate scope & complexity.

• Contribute to the completion of organizational projects & goals.

• Communicate on complex or sensitive issues or draft responses for supervisor or manager.

• Perform other duties as assigned by management.

'- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

'- Experience delivering new-hire training in a contact center or customer service environment.

• Experience supporting rapid training development and delivery for new program launches or transitions.

• Experience facilitating systems, processes, policies, and customer service training.

• Experience developing and delivering simulations, scenarios, assessments, and knowledge checks.

• Experience coaching learners and supporting remediation or skill development.

• Familiarity with LMS and eLearning tools, such as Articulate Rise 360 or Storyline.

• Experience delivering training to remote or geographically dispersed learners.

• Experience supporting federal or highly regulated programs, including handling PII, PHI, or other sensitive information.

• Knowledge of FEHB, PSHB, benefits administration, or eligibility…