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Client Services Trainer

Navia Benefit Solutions, Inc.

Key Facts

Remote From: 
Anywhere
Full time
Junior (1-2 years)
English

Other Skills

  • •
    Training And Development
  • •
    Quality Assurance
  • •
    Virtual Teams
  • •
    Mentorship
  • •
    Compassion
  • •
    Teamwork
  • •
    Organizational Skills
  • •
    Detail Oriented
  • •
    Verbal Communication Skills
  • •
    Self-Motivation

Job description

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: 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.
 

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.

Salary Range: $55,000 - $85,000
 

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, CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, PA, SD, TN, TX, UT.
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