Client Services Trainer

Navia Benefit Solutions•Overland Park, KS

2d•Remote

About The Position

A successful Client Services Trainer will be professional, positive, empathetic, knowledgeable, and passionate about developing exceptional employees. This role is responsible for delivering both classroom-style and hands-on service training for new hires, gap training as needed, and supporting the onboarding process for new employees and teams transitioning from partner TPAs. This role plays a critical part in shaping the success and confidence of our Client Services team.

Requirements

1 year of Navia or partner TPA CDH experience
Strong oral and written communication skills
Exceptional Presentation skills and genuinely enjoys helping people succeed
Self-motivated/Able to work independently
Must have excellent follow-through and organizational skills
High attention to detail
Able to communicate IRS benefits conversationally in laymen terms
Minimum requirements established by Navia for Internet connection
Established working space at home that provides a secure environment
Confidentiality of all information on clients/members accounts
Ability to travel to the office on required days
Ability to travel to the office for mandatory meetings as required
All calls should be by video through teams or zoom
Working from separate locations for extended periods should be cleared by your superior

Nice To Haves

COBRA a plus

Responsibilities

Designing, managing, and maintaining all Navia training materials, ensuring alignment with legal requirements and industry best practices.
Facilitating engaging and effective training sessions that support employee development and service excellence.
Conducting quality assurance reviews of phone calls, emails, and other processes assigned to new hires during training.
Collaborating with leadership to identify training needs and continuously improve the onboarding experience.
Demonstrate a strong commitment to nurturing and supporting all trainees in their development into exceptional employees.
Design, develop, and implement training programs tailored to employees at various levels.
Collaborate with subject matter experts to create engaging and relevant content.
Maintain a Training Calendar with course links and session details, published at least two weeks in advance.
Coordinate with IT and the Onboarding team to ensure: Logins are created, Workstations are fully prepared (phones, computers, permissions), All miscellaneous onboarding details are addressed for a smooth transition into the service department.
Create, maintain, and enhance training materials, checklists, and structured training plans.
Pair new hires with tenured employees for additional phone training, ensuring they can handle calls with empathy and compassion.
Train employees to deliver high-quality service in both external and internal interactions.
Adhere to best practices for handling sensitive HIPAA information.
Consistently meet key performance indicator (KPI) goals while embodying Navia’s core values: Navigate, Advocate, Visualize, Innovate, Accountability.
Develop new hire skills to meet and maintain performance standards, which vary by role.
Collaborate with supervisors and managers to coordinate departmental training.
Provide weekly performance updates for all trainees to their respective Team Managers.
Complete monthly processing goals to stay current on training topics and systems.
Provide support with claims and phone tasks as needed.
Maintain up-to-date process documentation for all training materials.
Provide training for migrating teams from partner TPAs, including discovery processes and work that may involve other departments.
Perform other duties as assigned.