Specialist, Training and Performance

BOP The Board of Pensions of the Presbyterian Church (USA); United States; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

403(b)(9) retirement savings plan

Generous paid time off

Job summary

BOP The Board of Pensions of the Presbyterian Church (USA) is seeking a Specialist who will develop and execute training content for their assigned team. This role includes acting as a performance coach and supporting specific training to ensure service excellence in the Plan Operations department.

The ideal candidate will have a Bachelor's degree in training or education and at least 3 years of relevant experience, along with strong communication skills and proficiency in Microsoft Office.

This position is based at the Philadelphia office, requiring on-site attendance Tuesday through Thursday.

Qualifications

• 3 or more years of experience in training and education.
• Exceptional proficiency in Microsoft Office applications.
• Experience with e-learning course development.

Responsibilities

• Develop and execute training content for assigned team.
• Ensure employees have the skills to resolve service-related issues.
• Provide effective peer leadership through training and coaching.

Skills

E-learning authoring platform

Microsoft Office applications

Training and education

Customer care technologies

Communication skills

Education

Bachelor’s degree in training or education

Tools

Salesforce Service Cloud

Job description

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

• Collaborate with the Training, Performance, Quality Assurance, Continuous Improvement teams, and the people manager of the assigned team to identify and execute training and coaching needs.
• Ensure 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.
• Serve 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.
• Perform live observation and coaching of calls and case work, casework from assigned team queues, and handle calls on 800-PRESPLAN.
• Provide 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.
• Develop, execute, and maintain individual performance training plans for each member of assigned team.
• Serve 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.
• Support the scheduling, tracking, and reporting of training and coaching activities.
• Drive 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; 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.

Benefits

• 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.

Equal Opportunity Employer

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.