AmTrust Financial Services

Training Specialist - Customer Service Call Center


AmTrust North America is seeking a Call Center Training Specialist who is responsible in assisting with the development and delivery of new hire and on-going training for all call center personnel. This individual, under the supervision of the Training Manager, will collaborate with quality assurance, operations, and various business units within the organization to provide up-to-date training documentation and delivery to the call center team to ensure accuracy, efficiency, and quality customer service. This position will assist in communication of processes, knowledge, behavior, and service excellence through training, coaching, and quality analysis.


  • Assist in the development, maintaining, and presenting of training programs and courses for call center personnel
  • Works with operations and quality assurance to recognize and implement new-hire and ongoing training opportunities
  • Assists in collaboration with other trainers and business units within the organization to ensure consistent and efficient training and operational processes
  • Conducts training sessions and seminars in various training formats (i.e. classroom, webinars, virtual learning)
  • Assist in coordinating and scheduling training sessions, events, and engagements including timely preparation and delivery of materials
  • Keeps up with and applies the latest teaching techniques to a corporate training environment
  • Writes training programs in training platform through LMS
  • Maintains knowledge base, for ongoing reference and training
  • Monitor and tracks employee training and certification
  • Travels to satellite locations to train members as needed
  • Supports operational coverage as needed
  • Perform other training support as needed


  • 2 + years Corporate Training experience in a Call Center required
  • Bachelors degree in Business, Human Resources, Management, Public Relations or equivalent relevant proven field experience
  • Instructional design experience a plus
  • Proficient in Microsoft Word Suite with emphasis on PowerPoint and e-Learning software for the purpose of producing training materials and presentations
  • Must have good problem solving and decision making skills along with the ability to exercise sound judgment
  • Must have exceptional verbal and written communication skills
  • Must have strong critical thinking and analytical skills
  • Ability to work independently
  • Experience or knowledge of Workers Compensation insurance industry a plus
  • Must be willing to travel for at least 25% of his/her job, locally or nationally


About AmTrust Financial Services


AmTrust Financial Services, Inc. was founded in 1998 to provide property and casualty insurance to small businesses. Through acquisitions and organic growth, AmTrust Financial Services has since grown to become a multinational property and casualty insurer specializing in coverage for small to mid-sized businesses. Our financial stability is based upon a philosophy of niche diversity with a focus on low-hazard risk.

Since its inception, AmTrust has crafted a balanced portfolio of insurance products including:

  • Multiline Small Business Insurance
  • Warranty and Specialty Risk Insurance
  • Specialty Program Business Insurance

In November 2006, the company became publicly traded on the NASDAQ Global Market under the symbol AFSI. With extensive underwriting experience and a prestigious "A" (Excellent) Financial Size "XI" rating from A.M. Best, AmTrust has earned a reputation as an innovative, technology driven provider of insurance products. Our commitment to excellence is the common thread connecting each of our businesses.