Client Services Trainer

Remote

Full Time

Mid Level

Position Summary

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.
Key responsibilities include:

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.

This role plays a critical part in shaping the success and confidence of our Client Services team.

Essential Functions

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: Nurture, Advocate, Visualize, Innovate, Amaze.
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.

Requirements

1 year of Navia or partner TPA CDH experience; COBRA a plus.
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.

Remote Working Requirements

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.

Failure to comply with the above can result in your position being moved back to a non-remote position, or termination of your position.

Please visit our career page and apply directly: www.naviabenefits.com/workatnavia

Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA

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Client Services Trainer

Position Summary

Essential Functions

Requirements

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