Remote Training Specialist - Federal Benefits & CSRs

Maximus; Dover; Remote; GBP 43,000 - 48,000; Full time

Job summary

Maximus is seeking a Training Specialist to develop and deliver training for Customer Service Representatives supporting FEHB and PSHB programs, with emphasis on privacy and security of PII/PHI in a federal, remote work setting.

You will design curricula, scenarios, assessments, and job aids; collaborate with SMEs and instructional designers; and facilitate instructor‑led virtual training, ensuring accurate, compliant, and professional service for enrollees across locations.

Qualifications

• Bachelor's degree in relevant field and 3+ years of relevant professional experience or equivalent
• Experience delivering new-hire training in a contact center or customer service environment.
• Experience supporting rapid training development and delivery for new program launches or transitions.
• Experience facilitating systems, processes, policies, and customer service training.
• Experience developing and delivering simulations, scenarios, assessments, and knowledge checks.
• Experience coaching learners and supporting remediation or skill development.
• Familiarity with LMS and eLearning tools, such as Articulate Rise 360 or Storyline.
• Experience delivering training to remote or geographically dispersed learners.
• Experience supporting federal or highly regulated programs, including handling PII, PHI, or other sensitive information.
• Knowledge of FEHB, PSHB, benefits administration, or eligibility verification preferred.

Responsibilities

• Create and develop training curriculum and training materials based on proven adult learning techniques.
• Create and develop training scenarios and update comprehensive training environment data resources to ensure that systems training mimics the production environment systems tools used by employees on a daily basis.
• Work extensively with business partners and SMEs to perform needs analysis, develop learning objectives and design deliverables that meet learner and stakeholder needs and organizational quality standards.
• Develop qualitative and quantitative assessment tools to measure learner requirements, competencies, and organizational quality standards.
• Teach instructional programs in accordance with training or other course requirements and organize materials to be presented.
• Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrate results into new and existing course curriculum.
• Review, evaluate, and modify existing and proposed curriculums and recommend changes to policies and procedures as applicable.
• Develop and create training resources and maintain/update systems training environment and library of training resources to align with operational excellence.
• Responsible for adhering to established safety standards.
• Develop solutions to a variety of problems of moderate scope & complexity.
• Contribute to the completion of organizational projects & goals.
• Communicate on complex or sensitive issues or draft responses for supervisor or manager.
• Perform other duties as assigned by management.

Skills

New-hire training delivery

Remote training delivery

Coaching learners

Needs analysis

LMS familiarity

Education

Bachelor's degree

Tools

Articulate Rise 360

Storyline

LMS

Job description

Maximus is seeking a Training Specialist to develop and deliver training for Customer Service Representatives supporting FEHB and PSHB programs, with emphasis on privacy and security of PII/PHI in a federal, remote work setting.

You will design curricula, scenarios, assessments, and job aids; collaborate with SMEs and instructional designers; and facilitate instructor‑led virtual training, ensuring accurate, compliant, and professional service for enrollees across locations.