Trainer (Member Services)

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Requirements:

• 2-3 years of training discovery, design, development, and facilitation.
• A bachelor’s degree in a related field or equivalent work experience (Training & Development, Instructional Design, or Business Management).
• Excellent organizational, interpersonal, and communication skills.
• Ability to manage multiple priorities in a project-driven environment. Flexibility and adaptability to meet multiple priorities, critical deadlines, and shifting client training needs.
• Strong consulting, analytical and problem-solving skills.
• Ability to work independently and in large and small groups.
• Strong ability to develop creative and innovative training solutions.

Responsibilities:

• Design, develop and deliver training solutions (Virtual facilitator led and eLearning). Design training materials based on data and research.
• Tailor personalized learning to employees’ specific training needs and abilities.
• Deliver instructor-led new hire, continued education, specialty training (COBRA, Spending Accounts, Retiree and Health Exchange), and client specific training to the Member Service team.
• Collaborate with other trainers, experts, leadership, and stakeholders to ensure the quality and relevance of the training.
• Coordinate with subject matter experts, leadership, and stakeholders to identify training needs and gaps and align training objectives with business goals.
• Identify and analyze key opportunities to improve Quality and NPS (Net Promoter Score) through data analytics and sentiment analysis (artificial intelligence).
• Evaluate and report on training success metrics. This includes having the skill and ability to conduct a lesson learned session, and/or provide feedback and recommendations for improvement.
• Measure and evaluate training effectiveness through learner surveys, performance reporting and deliver to the Member Services leadership team.
• Leverage predictive analytics via artificial intelligence to identify employees at risk who may need additional support and training.
• Coordinate and complete training tasks (LMS maintenance, training schedule coordination, completion reports, etc.).
• Updating and maintaining training materials, standard operating procedures, and best practices documentation.
• May perform other duties as assigned.