Contact Center Corporate Trainer (Finance)
JOB DESCRIPTION
Combined Insurance, a Chubb Company, is seeking a Contact Center Corporate Trainer to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals-just like you!
The Contact Center Corporate Trainer is responsible for preparing and facilitating training sessions for Combined Insurance's Operations staff in both classroom and live virtual settings. Facilitation includes customer service training, technical demonstrations, product line explanations, and business process training. Audience includes both new employees to the company as well as existing staff.
A successful trainer continuously maximizes their student's effectiveness by utilizing a variety of best practices, techniques, and educational concepts. Maintaining a high energy level and positive morale is essential. A successful trainer also exhibits a healthy "curiosity" when it comes to both the subject matter being delivered and experimenting with new training delivery approaches involving the latest technology.
Major duties:
- Prepares and facilitates face-to-face and live virtual training for new hires and existing U.S. Contact Center staff.
- Ensures training builds skills in systems, customer service, work processes, and product lines to prepare employees.
- Delivers multi-week new-hire programs, and ongoing refresher training, supporting complex student questions requiring deep SME experience.
- Identifies gaps in new hire training content and delivery, seeking ongoing feedback from stakeholders and peers.
- Assesses new hires' readiness to handle customer service calls and addresses knowledge or skill gaps.
- Collaborates with L&D staff to evaluate and update training content for new hires.
- Acts as a Contact Center SME in program and curriculum development, particularly for new hire programs. Develops content as needed.
- Assists in creating resources for frontline staff and new hires, such as standard operating procedures and job aids, ensuring they are updated.
- Communicates with management about trends and training recommendations for best practices.
- Develops and administers assessment tools to monitor participant progress and tracks results for leadership, monitoring performance trends to identify skill gaps and ensure training objectives are met.
- Maintains communication with leadership, providing input on training procedures and performing basic administrative tasks like managing attendance and training records.
- 3-5 years of corporate trainer experience.
- Experience with a variety of contact center processes and technologies.
- Demonstrated ability to deliver both customer service training and technical/process training.
- Strong facilitation skills.
- Demonstrated proficiency in both face-to-face and virtual live training.
- Proficiency with WebEx or other web-based training platforms.
- Excellent oral and writing skills.
- Proficient in using MS Suite (MS word, PowerPoint, Excel, Teams, OneNote, and Outlook).
- Organized and detail oriented.
- Ability to communicate with a variety of levels within the organization.
- Undergraduate degree in a learning related field or business preferred.
- Learning certifications, a plus.
ABOUT US
OUR BENEFITS
As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:
- Health insurance
- Dental insurance
- Tuition reimbursement
- A company-match 401(k) plan
- Disability insurance
- Life insurance
- Employee referral bonuses
ABOUT COMBINED INSURANCE
Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.
ABOUT CHUBB
Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
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