Claims Trainer

CARS Protection Plus•Schertz, TX

About The Position

The Claims Trainer plays a critical role in driving claim handling excellence, performance accountability, and consistent application of VSC contract provisions. This position is responsible for the training, coaching, performance oversight, and development of both new and existing Claims Representatives. In addition to delivering and maintaining training programs, this role is accountable for monitoring individual and team performance, identifying deficiencies, and actively participating in performance management efforts in partnership with Claims Leadership. The Claims Training Specialist acts as a subject matter expert, mentor, and accountability leader, ensuring operational standards, quality expectations, and customer service objectives are consistently met.

Requirements

2+ years of VSC claims experience (CARSPP preferred), including demonstrated leadership, lead, or training responsibilities.
Proven experience in training development, coaching, mentoring, or performance oversight.
Strong working knowledge of VSC contracts, claims adjudication principles, performance metrics, and quality standards.
Demonstrated ability to manage performance conversations, provide corrective feedback, and support accountability initiatives.
Excellent verbal and written communication skills with the ability to document coaching and performance outcomes.
Strong interpersonal skills with the ability to influence, mentor, and hold peers accountable.
Proficiency in Microsoft Office Suite and claims management/CRM systems.
Strong organizational, analytical, and time management skills.
Ability to work independently while collaborating effectively with supervisors and management.
Flexibility to adapt to evolving business needs and operational priorities.
Please note, periodic travel for meetings, training, or conferences may be necessary.

Responsibilities

Assess training needs and tailor programs to address performance gaps or process updates.
Serve as a subject matter expert and resource for claims policies, procedures, and systems.
Monitor and evaluate the effectiveness of training through assessments, feedback, and performance tracking.
Provide regular updates and detailed training status reports to management.
Collaborate with trainer, supervisors and management to identify team training needs and recommend improvements.
Maintain and update training materials to ensure accuracy and alignment with current processes.
Provide one-on-one coaching and mentoring to support employee development.
Partner with Supervisors and Management to develop and execute performance improvement plans when necessary.
Escalate ongoing or unresolved performance concerns to management with documented findings and recommendations.
Lead by example in delivering high-quality customer service and upholding departmental standards.
Support claims operations as needed, including handling escalated inquiries, or manager duties.
Mentor/develop claims representatives and nurture an environment where they can excel through training and encouragement