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ELB Learning logo
ELB Learning

Learning That Unlocks Employee Potential. #elearning #learninganddevelopment #employeeengagement

Virtual Training Facilitator – Broker Customer Engagement, Retention

Customer Success ManagerCustomer SuccessOtherRemoteSeniorTeam 501-1,000H1B No SponsorCompany SiteLinkedIn

Location

Connecticut

Posted

105 days ago

Salary

0

Seniority

Senior

3 yrs expEnglish

Job Description

Virtual Training Facilitator – Broker Customer Engagement, Retention

ELB Learning

• Lead live virtual sessions via Microsoft Teams using provided facilitator guides, slides, scripts, and scenarios • Facilitate breakout discussions, role-plays, and applied exercises focused on: Customer-centered conversations, Needs-based questioning, Building trust and rapport with customers aged 65+, Supporting customers through medical insurance decisions, Handling conversations where customers are considering switching plans • Reinforce key behaviors associated with strong broker performance, including: Active listening, Empathy and human connection, Structured follow-up, Consultative communication • Review materials in advance and prepare thoroughly for each session • Participate in onboarding sessions and dry runs prior to live delivery • Ensure a consistent and high-quality experience across all cohorts • Provide feedback after sessions to support program refinement • Optionally deliver a supervisor-focused session to help leaders reinforce these communication and retention skills with their broker teams

Job Requirements

  • 3+ years of experience in healthcare, insurance, brokerage, sales enablement, customer service training, or retention-focused roles
  • Experience facilitating skills-based training for customer-facing teams
  • Familiarity with conversations involving health insurance or Medicare-related topics (helpful but not required)
  • Experience delivering interactive virtual training sessions (20–30+ learners) including breakout rooms, discussions, and role-play
  • Experience teaching or coaching consultative communication, retention strategies, or customer trust-building
  • Strong understanding of compliance-aware communication in regulated environments
  • Clear, engaging facilitation style and a reliable virtual delivery setup

Benefits

  • Competitive salary
  • Flexible working hours
  • Professional development opportunities

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