Trainer – Retention Team (Insurance)

About the role

The Trainer will support the Retention Team of a leading U.S. insurer, helping to maximise customer satisfaction and policy retention. The role involves designing, delivering and continuously improving training programs for new hires and existing staff.

Key responsibilities

• Deliver pre‑developed training modules and conduct spot‑training sessions.
• Onboard new hires on customer‑service guidelines, decision‑making and retention goals.
• Monitor and audit trainee transactions for accuracy and compliance.
• Track training hours, participant progress and post‑training assessment results.
• Create and update training materials, presentations and documentation based on system updates and policy changes.
• Collaborate with leadership to evaluate training effectiveness and identify development needs.
• Provide technical guidance on system use, underwriting principles and retention strategies.
• Participate in designing learning initiatives using Learning Management Systems and multimedia tools.
• Support cross‑functional learning, including up‑sell and cross‑sell techniques aligned with PIF neutrality strategies.

Required profile

• Minimum 3 years experience in personal lines, customer service, underwriting or retention; at least 1 year in a formal training role.
• Background in insurance, financial services or call‑center environments preferred.
• Bachelor’s degree preferred.
• Full English proficiency.
• Six Sigma Yellow Belt certification preferred.

Required skills

• Microsoft Office Suite
• Learning Management Systems (LMS)
• Six Sigma Yellow Belt (certification)