The Member Services Trainer will be responsible for the development and delivery of virtual classroom and online training modules for Member Services.  

The candidate must be able to successfully manage all phases of instructional design and deliver effective training for a rapidly growing call center department. The successful individual thrives in an innovative, fast-paced environment and is consistently seeking ways to improve our learning solutions. The best candidate will draw on extensive knowledge of adult learning principles and be able to develop a variety of training methods. When delivering content, they will take ownership in keeping their audience accountable and engaged, while ensuring retention of knowledge. 

The Gig:

• 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.  

What You Need to Make the Cut: 

• 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. 

The pay range for this position is $45,000 to $71,000 per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).