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

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

Virtual Training Facilitator – Broker Customer Engagement, Retention

Key skills