29 days old

Customer Engagement Peer Trainer

Board of Pensions of the Presbyterian Church (U.S.A.)
Philadelphia, PA 19146
  • Job Code

The Board of Pensions of the Presbyterian Church (U.S.A.) in Philadelphia is seeking a Customer Engagement Trainer. Reporting to the Director, Employer Services, you will be responsible for peer-to-peer training and coaching for service representatives with a focus on delivering excellent quality service with hospitality, care, and compassion. You will support the delivery of comprehensive staff training, ensuring service representatives are equipped to assist customers in navigating benefit choices and in providing knowledgeable guidance on maximizing the use of benefits available while seizing any potential cross-selling opportunities. Using a hands-on and detail-oriented approach, you will engage and coache service representatives to effectively answer questions navigating Knowledgebase, business processes, procedures, and protocols on specific features of the Benefits Plan and to effectively partner with the Board's service providers in resolving inquiries and enrolling in benefits. This individual acts as a point of contact for new hires in Customer Engagement through the learning process, and participates in curriculum development designed to improve customer service training materials to better serve team members and improve operational effectiveness. This individual is also responsible for responding to member inquiries via 800-PRESPLAN, email, and the benefits portal, and researches, interprets, and shares comprehensive Benefits Plan information with members.

The Ideal Candidate Possesses

  • Bachelor's degree
  • 3-5 years of experience in benefits administration
  • An understanding of organized and focused execution of training
  • An understanding of benefits administration systems and customer care technologies
  • Demonstrated understanding of service delivery best practices; experience in consultative service using multiple service channels, preferred
  • Proficiency in the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint); and an ability to effectively work remotely utilizing an uninterrupted internet connection, as required.

The Ideal Candidate Strongly Desires To Serve the Board of Pensions with

  • an ability to demonstrate exceptional customer service skills with a keen focus on the service experience
  • an ability to demonstrate compassion and hospitality in a fast-paced environment
  • excellent, confident presentation skills
  • a motivated and highly efficient work style necessary to partner on customer service delivery content and customer service training initiatives
  • an ability to take initiative and work independently and be an effective contributor in a team environment
  • excellent verbal, written, and interpersonal communication skills
  • an ability to comprehend, interpret, and communicate medical and benefits information and to keep current with plan, program, and administrative changes
  • an ability to work well with diverse groups and all levels of management
  • an ability to thoroughly understand the Benefits Plan of the Presbyterian Church (U.S.A.), the Church polity, nature and expectations of our membership; and
  • an interest and desire to serve the members of the Benefits Plan of the PC(USA).

We offer medical, health and welfare and retirement benefits among an array of fringe benefits. View our Together Apart video and see and hear from prospective colleagues at the Board of Pensions. If you believe you have the professional and personal credentials to join us as a colleague and would like to support the Board of Pensions as we serve more, serve better, and serve the Church, please apply at: http://pensions.hrmdirect.com/employment/job-opening.php?req=1563093&&#job

About the Board of Pensions

The Board of Pensions of the Presbyterian Church (U.S.A.) is committed to engaging the entire Church in becoming inclusive of diverse racial, ethnic, cultural, and language groups. As an agency of the Church, we share in and align with its values. Our staff is diverse in gender, ethnicity, religious beliefs, sexual orientation, and generation, reflecting the community around us. Our different perspectives foster creativity, and mutual respect enables us to execute the ideas that creativity generates.

Candidates from Presbyterian communities in the global south and other historic Presbyterian Communities of Color, preferably with theological training and fluency in languages other than English, are encouraged to apply.

The Board of Pensions of the Presbyterian Church (U.S.A.) is an equal opportunity employer.



Posted: 2021-04-07 Expires: 2021-05-08

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Customer Engagement Peer Trainer

Board of Pensions of the Presbyterian Church (U.S.A.)
Philadelphia, PA 19146

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