On-Site Insurance Training Coach — Lead & Elevate Agents

afniexternalcareers; Tucson (AZ); On-site; USD 44,000 - 50,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan with company match

PTO and holidays

Tuition reimbursement

Job summary

Afni in Tucson, AZ is seeking a Training Coach for Insurance Service to develop, coach, and support insurance customer service representatives in a fast-paced inbound contact center environment. This role delivers training programs, monitors performance, reinforces standards, and helps ensure agents have knowledge and skills for exceptional service and business objectives.

*This position is on-site at our Tucson, AZ call center*

Qualifications

• High school diploma required; post-secondary education preferred.
• 1–2 years of supervisory, coaching, or training experience in an insurance contact center environment preferred.
• Working knowledge of property and casualty insurance products, state licensing processes, and auto insurance services preferred.
• Strong leadership, facilitation, coaching, and problem-solving skills.
• Experience delivering training using multiple learning methods, including instructor-led and virtual formats.

Responsibilities

• Coach, motivate, and develop insurance customer service representatives to achieve performance goals.
• Monitor employee performance, identify trends, and provide coaching to improve results and customer experience.
• Manage classroom dynamics and reinforce professional behaviors through coaching and documentation.
• Deliver engaging instructor-led and virtual training programs to promote knowledge retention.
• Create a positive learning environment that fosters trust, participation, accountability, and performance.
• Plan and prepare training sessions with aligned instructional materials and delivery methods.
• Evaluate learner understanding and provide ongoing coaching to drive performance improvement.
• Maintain attendance, payroll, and training documentation accurately and timely.
• Collaborate with operations leadership and business partners to support employee development initiatives.

Job description

Afni in Tucson, AZ is seeking a Training Coach for Insurance Service to develop, coach, and support insurance customer service representatives in a fast-paced inbound contact center environment. This role delivers training programs, monitors performance, reinforces standards, and helps ensure agents have knowledge and skills for exceptional service and business objectives.

*This position is on-site at our Tucson, AZ call center*