Remote FEHB Training Specialist for Federal CSR Excellence

Maximus; Phoenix (AZ); Remote; USD 57,000 - 64,000; Full time

Job summary

Maximus is seeking a Training Specialist to design and deliver training for Customer Service Representatives supporting FEHB/PSHB programs. The role collaborates with Instructional Design, Knowledge Management, Operations, and stakeholders to create engaging materials, simulations, and assessments.

You will facilitate virtual new-hire training, monitor learner progress, coach learners, and ensure content remains accurate, compliant, and secure. Remote, nationwide deployment is expected.

Qualifications

• Bachelor's degree in relevant field and 3+ years of relevant professional experience or equivalent combination.
• 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.

Responsibilities

• Create and develop training curriculum and training materials using adult learning techniques.
• Develop and update training environment data resources to mirror production tools.
• Collaborate with partners and SMEs to perform needs analysis and design deliverables.
• Develop assessments to measure learner competencies and align with quality standards.
• Deliver instructor-led virtual new-hire training and organize materials for presentation.
• Assess curriculum effectiveness and integrate results into courses.
• Review and modify curriculums and suggest policy or procedure changes.
• Create training resources and maintain the training environment library.
• Adhere to safety standards and handle PII/PHI and sensitive information.

Skills

Training delivery

Remote training

LMS familiarity

Federal program experience

Education

Bachelor's degree

Tools

Articulate Rise 360

Storyline

Job description

Maximus is seeking a Training Specialist to design and deliver training for Customer Service Representatives supporting FEHB/PSHB programs. The role collaborates with Instructional Design, Knowledge Management, Operations, and stakeholders to create engaging materials, simulations, and assessments.

You will facilitate virtual new-hire training, monitor learner progress, coach learners, and ensure content remains accurate, compliant, and secure. Remote, nationwide deployment is expected.