Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.
Role Summary:
The Trainer will primarily support the Retention Team, whose mission is to maximize customer satisfaction and policy retention, will also participate in other projects. This role is responsible for developing and delivering comprehensive training programs aimed at onboarding new employees, improving team performance, and promoting additional capabilities. The ideal candidate will have a solid background in customer service, insurance, or call center environments and possess strong skills in content creation, delivery, and adult learning principles.
Essential Job Functions:
- Deliver structured, pre-developed training modules and facilitate spot training sessions.
- Train new hires in customer service guidelines and effective decision-making aligned with company retention goals.
- Monitor, review, and audit trainee-generated transactions to ensure accuracy, procedural compliance, and comprehension.
- Track and report training hours and participant progress; maintain accountability for participant success on post-training assessments.
- Conduct sessions using a variety of educational tools and techniques.
- Create and update training content, presentations, and documentation based on procedural bulletins, system updates, and policy changes.
- Collaborate with leadership to evaluate and improve training effectiveness and identify team development needs.
- Provide technical expertise and ongoing guidance to employees and stakeholders on system use, underwriting principles, and retention strategy.
- Stay informed of system changes, process improvements, and industry trends to maintain training relevance and quality.
- Participate in the planning, design, and delivery of learning initiatives using Learning Management Systems (LMS) and multimedia tools.
- Support cross-functional learning, including training on up-sell and cross-sell techniques aligned with PIF neutrality strategies.
- Make recommendations for training process improvements and resource optimization.
- Perform other related duties as assigned.
Requirements
Qualifications & Experience:
- Minimum of 3 years' experience in personal lines, customer service, underwriting, or retention; at least 1 year in a formal training role.
- Background in insurance, financial services, or call center environments highly preferred.
- Bachelor’s degree preferred.
- Full English proficiency
- Completion of Six Sigma Yellow Belt certification preferred.
Key Skills & Competencies:
- Knowledge of adult learning theory, classroom instruction, and virtual facilitation best practices
- Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) – Intermediate to Advanced
- Learning Management Systems (LMS)
- Content creation tools (e.g., Articulate, Canva, or similar platforms)
Preferred Attributes:
- Experience designing and delivering training programs focused on customer retention and sales techniques.
- Proven ability to assess learner progress and drive results in a service-focused environment.
- Enthusiastic, collaborative, and committed to continuous improvement in both self and team.
Benefits
This position comes with competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.
https://www.capgemini.com/us-en/about-us/who-we-are/
