Virtual Training Facilitator – Broker Customer Engagement & Retention

Engagement Details Delivery occurs across May 2026, with approximately 20 virtual broker sessions over 3–4 weeks and one supervisor session around May 18th in Florida , with the possibility of an additional supervisor session. Two facilitators will be assigned for the supervisor session to allow breakouts and small group coaching. Each session includes prep time, live delivery, and brief post-session follow-up. Broker sessions are fully virtual via Microsoft Teams , while the supervisor session requires in-person delivery in Florida . A producer may be provided to support the virtual classroom experience. Facilitators will be interviewed prior to assignment to ensure the client is confident in the facilitators’ ability to deliver effectively, particularly with senior customer-focused discussions . About the Role We are seeking experienced training facilitators to support the delivery of a national enablement program designed to strengthen how brokers communicate with and support customers aged 65+ regarding their medical insurance needs. This program focuses on building stronger communication, retention, and customer engagement skills among brokers. While familiarity with Medicare can be helpful, the training emphasizes behavioral and consultative conversation skills , enabling brokers to guide customers through healthcare coverage decisions with confidence, empathy, and clarity. The initiative supports brokers in developing the skills needed to: Build trust with senior customers Navigate complex or emotional conversations around health coverage Reduce voluntary plan switching through stronger customer relationships Improve the quality of needs-based and retention-focused conversations This is a skills-based facilitation role , focused on coaching brokers through realistic scenarios and applied exercises that strengthen how they support customers over time. What Makes This Program Different The program emphasizes: Real-world broker-to-customer conversations with the 65+ population Behavioral communication skills and consultative engagement Structured frameworks that help brokers: Understand why customers consider switching plans Navigate uncertainty and information overload Conduct clear, supportive conversations around medical insurance needs Build trust and long-term relationships with customers Facilitators with experience delivering customer conversation frameworks, coaching models, or behavioral skill development programs will be especially valuable. What You’ll Do Lead live virtual sessions via Microsoft Teams using provided facilitator guides, slides, scripts, and scenarios Facilitate breakout discussions, role-plays, and applied exercises , focusing 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 Co-facilitate the supervisor-focused session in Florida around May 18th, supporting small group breakouts for about 45 participants Provide feedback after sessions to support program refinement Who We’re Looking For Facilitators who combine strong virtual delivery skills with experience supporting customer-facing teams , particularly those working with healthcare, insurance, or senior populations . Strong fit if you have: 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 Ability to work in person for the supervisor session in Florida and manage breakouts effectively Experience engaging with or training teams that work with older adult customers Bonus Points Experience facilitating customer retention or communication frameworks Experience working with insurance brokers or healthcare-related customer service teams Ability to share anonymized examples of customer conversation scenarios Facilitation certifications or formal training credentials Why Join ELB Learning In a world where automation, robotics, and AI are transforming industries, the pressure to upskill, reskill, and future-proof your workforce has never been greater. Digital transformation isn’t just about adopting new technologies, it’s about empowering your people to grow with them. We take a consultative approach to understanding your goals, then we dig deep to design solutions that turn human capital into a strategic advantage. With ELB Learning, it’s more than a project, it’s a partnership built around your long-term growth and digital evolution.