Virtual Training Facilitator – Broker Customer Engagement, Retention
Connecticut, United States of America
Contract
1 day ago
No H1B
Key skills
SwitchingCommunicationSales
About this role
Role Overview
Lead live virtual sessions via Microsoft Teams using provided facilitator guides, slides, scripts, and scenarios
Facilitate breakout discussions, role-plays, and applied exercises focused on: Customer-centered conversations, Needs-based questioning, Building trust and rapport with customers aged 65+, Supporting customers through medical insurance decisions, Handling conversations where customers are considering switching plans
Reinforce key behaviors associated with strong broker performance, including: Active listening, Empathy and human connection, Structured follow-up, Consultative communication
Review materials in advance and prepare thoroughly for each session
Participate in onboarding sessions and dry runs prior to live delivery
Ensure a consistent and high-quality experience across all cohorts
Provide feedback after sessions to support program refinement
Optionally deliver a supervisor-focused session to help leaders reinforce these communication and retention skills with their broker teams
Requirements
3+ years of experience in healthcare, insurance, brokerage, sales enablement, customer service training, or retention-focused roles
Experience facilitating skills-based training for customer-facing teams
Familiarity with conversations involving health insurance or Medicare-related topics (helpful but not required)
Experience delivering interactive virtual training sessions (20–30+ learners) including breakout rooms, discussions, and role-play
Experience teaching or coaching consultative communication, retention strategies, or customer trust-building
Strong understanding of compliance-aware communication in regulated environments
Clear, engaging facilitation style and a reliable virtual delivery setup