Specialist, Training and Performance

The role:

The Specialist is responsible for developing and executing training content for their assigned team; acting as the performance coach for assigned team members; and supporting role specific and technical training for Plan Operations department to ensure service excellence for members and employers.

What you will do:

• Collaborates with the Training and Performance team, Quality Assurance team, Continuous Improvement team, and the people manager of the assigned team to identify and execute training and coaching needs.

• Ensures operations and service center employees are equipped with the knowledge and skills to successfully administer, communicate, promote, and resolve service-related issues of the Benefits Plan.

• Serves as subject matter expert on assigned team related knowledge content and procedures and collaborate with Lead (Knowledge & Content) to ensure all materials are current and accurate.

• Performs live observation and coaching of calls and case work, casework from assigned team queues, and handles calls on 800-PRESPLAN.

• Provides effective peer leadership by facilitating one-on-one, small group, and on occasion, large group training and coaching opportunities, primarily for the assigned team function.

• Develops, executes, and maintains individual performance training plans for each member of assigned team.

• Serves as the primary training content designer, developing and maintaining a library of e-learning courses and live learning content to sustainably educate on the Benefits Plan, administrative procedures, soft skills for service excellence, and other service-related items as they pertain to the assigned team function.

• Supports the scheduling, tracking, and reporting of training and coaching activities.

• Drives a culture of continuous process improvement into service delivery at all levels.

What you need to succeed:

• Bachelor's degree, preferably in training or education related fields.

• 3 or more years of experience in the field of training and education, with proficient use of e-learning authoring platform, learning management systems, and basic graphic design tools.

• Exceptional proficiency with Microsoft Office applications, including Word, PowerPoint, Excel, and Outlook.

• Familiarity with benefits plans and administration, preferred.

• Exceptional track record in developing and delivering effective training, learning strategies, and initiatives.

• High-energy, results-oriented self-starter with exceptional verbal, written, presentation, and interpersonal communication skills with experience delivering effective presentations, based on a clear understanding of the characteristics and needs of the audience.

• Familiarity with customer care technologies, especially Salesforce Service Cloud.

• The ability, interest, and desire to stay current via seminars, industry literature, and formal training and development.

• Ability to work on-site at our 2000 Market Street, Philadelphia office Tuesday through Thursday of each week.

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.