Claims Trainer

Job Purpose

The Claims Trainer specializes in driving the customer service experience while ensuring adherence to the adjudication process. Our Trainer is responsible for the onboarding and training of all new hires as well as identifying learning gaps with the existing team for ongoing training opportunities.

• Design and deliver training programs that empower examiners to confidently navigate the claims process, using engaging materials such as manuals, handbooks, and digital resources.
• Identify and address skill gaps by creating targeted training content that supports continuous learning and performance improvement for both new hires and tenured employees.
• Conduct post-training evaluations to assess effectiveness, gather feedback, and track employee progress, ensuring training translates into measurable performance outcomes.
• Monitor new hire performance and engagement, providing actionable recommendations to leadership for individualized development plans.
• Lead onboarding sessions for new hires, both in-office and remotely, with a focus on building foundational knowledge and fostering early success.
• Champion the growth and success of new team members, serving as a dedicated resource throughout their onboarding and training.
• Support ongoing performance initiatives within the call center by collaborating with auditors and leadership to deliver training refreshers, coaching sessions, and performance audits.
• Act as a strategic partner to managers and claims staff, offering expert guidance on procedural and system–related processes to enhance operational efficiency.
• Respond to ad‑hoc training requests from Claims leadership, ensuring timely and effective solutions to evolving business needs.
• Provide consistent, personalized feedback through weekly one‑on‑one sessions with new hires and additional support for those requiring extra guidance.
• Serve as a mentor and subject‑matter expert, fostering a culture of learning and excellence across the department and organization.
• Perform other duties as assigned.

• Minimum 2 years of experience as an Auditor, Trainer, Lead/SME, or Supervisor in a call center or claims environment.
• Automotive warranty claims experience preferred, but not required.
• Strong understanding of adult learning principles and instructional design methodologies.
• Proficiency in Microsoft Office Suite and comfort working across multiple systems; adept at troubleshooting and navigating technical challenges.
• Experience in delivering virtual and in‑person training sessions, with excellent presentation and facilitation skills.
• Effective verbal and written communication skills with the ability to communicate at all levels of the organization and with external customers.
• Must be highly flexible, and able to handle and manage a high degree of change.
• Able to evaluate employee progress to ensure that the business needs of the department are being met.
• Creative and innovative regarding the training needs of individuals.
• Ability to multitask.

The information contained herein is not intended to be an all‑inclusive list of the duties and responsibilities of the job, nor are they intended to be an all‑inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.