Claims Sr. Quality & Training Specialist (Remote)

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

About the role

This role is a dedicated training position for Claims that resides in the Knowledge Management & Customer Experience group. The primary function of this role is to train and audit new and existing staff in all products including appropriate claim handling. Ensures that claim personnel follow consistent policy interpretation, minimizes legal risks, identifies emerging trends and ensures contractual obligations are met. 
 
This individual should have a thorough understanding of claim handling process and procedures and experience in handling claims appropriately in accordance with the corporate claim philosophy, policy provisions and appropriate state and federal laws. Assist in the evaluation and coordination of process changes and training due to new workflows, automation and/or new products. Oversee that knowledge transfer of trainees is adequate for their successful integration into the claims department, allowing them the ability to meet Key Performance Indicators (KPIs) and Service Standards. Works regularly with claims staff and managers, directors and officers of the Claim Organization to train and coach as needed based on feedback engages in dialogue with Legal, Compliance and potentially other areas of the company when modifying training and procedures. Frequently engages in dialogue with Legal, Compliance and potentially other areas of the company when modifying training and procedures.

Key Accountabilities

• Deliver new hire training.  Deliver ongoing functional and professional development training
• Maintain, update and create new knowledge materials (training, procedures, processes, etc.); manage VB repository sections
• Administer quality program (audits, feedback, coaching)
• Track and administer VB-wide onboarding program
• Process improvement:  track trends for input into process improvement, map processes, outline procedures, facilitate cross-functional improvement sessions
• Other duties as needed/assigned

Minimum Requirements

• Learning & Development experience – 5 years minimum
• Excellent training skills
• Excellent facilitation skills
• Strong analytical, problem-solving and interpersonal skills
• Strong project management skills
• Excellent communication skills both written and verbal
• Ability to coordinate and prioritize multiple activities simultaneously
• Experience training in a call center environment
• Experienced in various software applications such as Captivate, Publisher, Word, Excel and PowerPoint

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois):

The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.

Brand: Trustmark

In addition to compensation, we offer a comprehensive benefits package that includes: Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.  For questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview.

Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.  We are an equal opportunity employer, including disability and protected veteran status.