Specialist, Training and Performance

The Board of Pensions of the Presbyterian Church (U.S.A.); Philadelphia (Philadelphia County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Defined benefit pension plan

403(b)(9) retirement savings plan

Generous paid time off

Tuition assistance

Employee Assistance Plan

Employer-paid death benefits

Access to education and grant assistance programs

Discount programs on entertainment

Volunteer opportunities

Job summary

The Board of Pensions of the Presbyterian Church (U.S.A.) is actively seeking a Specialist to develop and execute training content for the Plan Operations department. This role involves collaboration with various teams and ensuring employees are equipped with the necessary skills to address service-related issues effectively.

The ideal candidate will have a Bachelor's degree in a related field and at least 3 years of experience in training. Exceptional communication skills and proficiency in Microsoft Office applications are essential. The position requires on-site work from the Philadelphia office Tuesday through Thursday, and offers a comprehensive benefits package.

Qualifications

• 3 or more years of experience in training and education.
• Experience developing and delivering effective training strategies.
• Ability to work on-site at our Philadelphia office Tuesday through Thursday.

Responsibilities

• Develop and execute training content for the assigned team.
• Identify and execute training and coaching needs.
• Facilitate training and coaching opportunities.
• Maintain a library of training materials.
• Support scheduling, tracking, and reporting of training activities.

Skills

Exceptional proficiency with Microsoft Office applications

Proficient use of e-learning authoring platforms

Presentation and communication skills

Familiarity with customer care technologies

Education

Bachelor's degree in training or education related fields

Tools

Salesforce Service Cloud

Job description

The Role

The Specialist is responsible for developing and executing training content for the assigned team, acting as the performance coach for team members, and supporting role‑specific and technical training for the 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 collaborates 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 the 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 platforms, 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.

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.