Small Business Center Training Specialist
About The Position
The Small Business Center Training Specialist is responsible for the training, development, and onboarding of employees within the center, ensuring team members are equipped with the knowledge, skills, and tools needed to succeed in their roles. This position delivers process, customer service, workflow, and technology training through customized learning programs, instructor-led sessions, and virtual training platforms. The Small Business Center Training Specialist partners closely with leadership, carriers, vendors, recruiting, and key stakeholders to coordinate training schedules, support system enhancements, and drive continuous improvement. This role plays a critical part in maintaining training effectiveness, supporting operational excellence, and ensuring a seamless onboarding and development experience for center colleagues.
Requirements
- Property & Casualty insurance industry experience required
- Previous training, facilitation, or employee development experience within the insurance industry required
- Advanced proficiency in Microsoft Office applications, including Outlook, Excel, PowerPoint, and Word
- Experience with Applied Epic Agency Management System required
Nice To Haves
- Experience training in a call center or service center environment strongly preferred
- Experience supporting onboarding, workflow training, and process improvement initiatives preferred
- Experience with virtual training platforms and e-learning tools preferred
Responsibilities
- Facilitate engaging and effective training sessions aligned with organizational goals, strategic initiatives, and operational priorities
- Deliver process, workflow, customer service, and technology training through instructor-led, on-demand, onsite, and live virtual sessions
- Develop, enhance, and maintain training materials, e-learning tools, job aids, and training programs to improve learning effectiveness and operational efficiency
- Create and continuously improve quick reference guides, standard operating procedures (SOPs), and process documentation to support employee success
- Collaborate with leadership and key stakeholders to establish training schedules, provide progress updates, gather feedback, and ensure successful training outcomes
- Serve as a subject matter expert (SME) and training support resource during software upgrades, system enhancements, and new technology integrations, including participation in user acceptance testing (UAT)
- Maintain visibility into current and upcoming training initiatives to ensure alignment across departments and proactive planning
- Coordinate with carriers and vendors to schedule and facilitate training sessions related to new systems, tools, and carrier platforms
- Provide weekly progress reports, training updates, and needs assessments to the Process Governance team and leadership
- Promote a culture of continuous improvement by identifying training gaps, collecting feedback, and recommending enhancements to processes and learning programs
- Stay current on carrier websites, tools, and resources, ensuring center colleagues are trained and knowledgeable on available platforms and best practices
- Serve as the primary point of contact for onboarding new center colleagues, ensuring a smooth and effective onboarding experience
- Partner closely with the recruiting team and hiring managers to stay aligned on new hires and proactively prepare customized training plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
