Specialist - Training (Limited-Service, Remote)

Maximus; San Juan (PR); Remote; USD 57,000 - 64,000; Full time

Job summary

Maximus is seeking a Training Specialist to develop and deliver training for Customer Service Representatives supporting FEHB and PSHB enrollees. You will collaborate with Instructional Design, Knowledge Management, and Operations to create curricula, scenarios, assessments, and job aids that reflect real production environments.

The role requires a Bachelor's degree and 3+ years in training, preferably in contact center or federal program settings, with LMS and Articulate tools.

Qualifications

• Bachelor's degree in a relevant field and 3+ years of experience, or equivalent.
• Experience delivering new-hire training in a contact center or customer service environment.
• Experience with rapid training development for new programs or transitions.
• Experience facilitating systems, processes, policies, and customer service training.
• Experience coaching learners and supporting remediation or skill development.
• Familiarity with LMS and eLearning tools (Articulate Rise 360, Storyline).
• Experience delivering training to remote or geographically dispersed learners.
• Experience with federal or highly regulated programs and handling sensitive information.

Responsibilities

• Create and develop training curriculum and training materials based on adult learning principles.
• Develop training scenarios and environment data resources to mimic production tools used daily.
• Work with business partners and SMEs to perform needs analysis and design deliverables.
• Develop assessment tools to measure learner competencies and quality standards.
• Teach instructional programs and organize materials for presentation.
• Develop and integrate assessments to measure curriculum effectiveness.
• Review and modify curriculums and recommend policy changes.
• Maintain training resources and align with operational excellence.
• Ensure adherence to safety standards.
• Communicate on complex or sensitive issues for management.
• Perform other duties as assigned.

Skills

New-hire training delivery

Needs analysis

Instructional design collaboration

Coaching/feedback

Remote training delivery

Education

Bachelor's degree in relevant field

Tools

Articulate Rise 360

Articulate Storyline

LMS

Job description

The Training Specialist supports the U.S. Office of Personnel Management’s (OPM) administration of the FEHB Protection Act by developing and delivering training for Customer Service Representatives supporting Federal Employees Health Benefits (FEHB) and Postal Service Health Benefits (PSHB) Program enrollees.

The Training Specialist works collaboratively with Instructional Design, Knowledge Management, Operations, Quality, and program stakeholders to develop and refine training materials, exercises, assessments, job aids, and other learning resources. The position facilitates instructor-led virtual new-hire training, creating an engaging learning environment that helps CSRs understand program requirements, systems, processes, and customer service expectations.

The role also monitors learner progress, provides coaching and feedback, administers assessments and practical exercises, and identifies opportunities to strengthen training content and delivery. The Training Specialist helps ensure CSRs are prepared to provide accurate, consistent, and professional support while appropriately handling PII, PHI, and other sensitive information.

Essential Duties and 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.

Minimum Requirements

'- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

'- 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.

Position is contingent upon contract award

• This is a temporary role.

• This is a fully remote role.

• Must be a U.S. citizen.
• Equipment will be provided but must meet the remote position requirement provided below.
• Must have the ability to pass a federal background check.

Remote Position Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

• Minimum 5mpbs upload speed.

• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

• Private work area and adequate power source

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$57,000

Maximum Salary

$64,000