Customer Service Trainer

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace.

Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation’s leading providers of health and accident insurance products to the higher education market.

Are you an experienced Customer Service Trainer with a passion and enthusiasm to train others? If so, we want you to come join our dynamic team of professionals!

The Customer Service Trainer is responsible for developing, maintaining, and delivering new hire training and continuing education within the department. This includes maintaining content, analysis, and organization of information within the knowledge management database to ensure the simplest and most efficient path for users to find information quickly and easily. The CS Trainer works with key stakeholders in other departments to ensure the release of quality content within the database.

In addition, this position works closely with the Customer Service Leadership Team. Aligns database content to effectively develop department training while working to facilitate sustainable, measurable, continuous process improvement at the individual and department level. This role will be results focused on high quality customer interactions, improved financial performance and increased customer satisfaction, while consistently meeting internal control standards.

• Work in collaboration with the Customer Service Leadership Team to develop and maintain training materials
• Provide customer service training including creating and reviewing materials, scoring exercises and quizzes, scheduling call shadowing and conducting post training surveys
• Confer with management, supervisors, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies
• Formulate teaching outlines and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops
• Select or develop teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops
• Test trainees to measure progress and to evaluate effectiveness of training
• Report on the progress of employees under guidance during training periods
• Maintain trainee records
• Coordinate training and workflow efforts with the Claims Trainer to ensure processes are aligned
• Make recommendations to improve training, workflow processes, policies, and procedures
• Listen to recorded calls and logged call notes of trainees to assess accurate delivery of call content and soft skills
• Provide feedback to supervisors and managers related to training
• Develop and maintain a consistent infrastructure and style guide to manage and deliver content via the Customer Service Knowledge Database
• Develop and maintain best practice guidelines for content development, process documentation, document review, editing and approval
• Provide independent decision-making and analysis of source materials to develop content in the database
• Collaborate with key stakeholders to develop and review content via a timely and documented process
• Manage communications with internal stakeholders/departments to ensure updated and new information is developed timely for the database
• Manage all requests submitted for database updates and/or modifications
• Create, update, and maintain Customer Service Knowledge Database training materials and modules
• Perform other duties as assigned.

• Bachelor’s degree in healthcare, business, or related field, and 3+ years of experience in health plan customer service with thorough understanding of benefits and policy interpretation, or equivalent combination of education and experience
• Minimum of 1 year training experience
• Excellent verbal, written and interpersonal communication…