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. 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.