Training Specialist 1

Location ILLINOIS, United States
Experience level Experienced Hire
Job details sector Life & Savings Insurance
Apply before Date not available

Position Summary

A Training Specialist is responsible for training related to customer service, process and systems for employees in contact center or administrative positions. This position is responsible for identifying development training initiatives based on organizational needs. The Training Specialist monitors and reports the effectiveness of training.  The Training Specialist is proficient at applying principles of adult learning to training development and delivery.


Summary of Role and Responsibilities


  • Manages the successful and smooth development, facilitation and maintenance of training sessions for new hire, refresher and ad hoc training
  • Investigates thoroughly and gathers all information necessary to meet training requirements

·         Collaborates with SME’s  and key stakeholders that can provide knowledge and expertise as an added value to the training

  • Creates, updates and maintains training plans and materials and relevant practice scenarios for all training
  • Presents training information to individuals or groups suited to the characteristics and needs of the audience ensuring that they understand the information
  • Involved and ensures all trainees’ participation; including drawing out the quiet participants and controlling the domineering ones; keeps the group on the agenda
  • Creates, updates and maintains training scheduled that are accurate and communicates to participants in a timely manner
  • Prioritizes and plans work activities with timelines; defines the scope of work, business requirements and key deliverables
  • Documents hours spent on in order to proactively anticipate future timelines for new requests

Monitors and reports effectiveness of training delivered


Education, Experience, and Knowledge / Skills / Abilities

Minimum Education Requirements:

  • Bachelor’s degree in Education, Business, Human Resources or related field

Work Experience:

  • 3 – 10 years of training experience in customer service

Knowledge, Skills, and Abilities


  • Manifests the AXA Leadership Framework at a management level
  • Uses techniques to present training topics including management of the body language, utilization of humor, control of the voice and pitch, develops a dynamic relationship with the attendants.
  • Demonstrates strong facilitation skills and instructional design abilities
  • Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; responds well to questions
  • Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups within all levels of the organization
  • Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
  • Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas
  • Strong time management skills
  • Ability to build and maintain strong relationships and collaborate well in a team environment
  • Ability to adapt in a fast paced environment
  • Intermediate to advanced Microsoft Office skills, including Outlook, Visio, SharePoint, PowerPoint, Excel, Word and Internet Explorer

Preferred Education, Knowledge, Skills and Abilities:

  • Second language in Portuguese, Spanish, Japanese or French is a plus
  • Master’s Degree in Organizational Development and Design
  • ASTD, Langevin or other professional certifications
  • Project management skills or experience
  • Understanding of International business relations


Work Environment

Work is performed within an office environment, with standard office equipment available.


Physical Factors

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this Job, the employee is regularly required to sit for extended periods of time; use hands to finger, handle, or feel the computer; reach with hands and arms and talk or hear.  The employee must occasionally lift and/or move up to 25 pounds.



NOTE: AXA participates in the E-Verify program.
In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.
AXA is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.

AXA Assistance is a worldwide leader in emergency travel assistance and has grown to 38 offices around the globe. Services now include emergency medical assistance, managed care, concierge and travel services. Regardless of how our company has grown, our business focus remains the same: to best use the knowledge and customer service skills of our employees to exceed the expectations of our clients.