Enrollment Operations Training Consultant

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

What You’ll Do 

The Enrollment Operations Consultant serves as a senior-level individual contributor in the Enrollment Success Center. Acting as a resource and point of escalation for the Benefit Counselor team, this role provides operational support, training, and coaching to ensure high-quality participant experiences during voluntary benefits enrollment. The Consultant coordinates call campaigns, resolves escalations, supports seasonal staffing needs, and helps drive continuous improvement in call center performance.

While not a formal manager, this position acts as a peer leader and trusted subject matter expert who supports both frontline staff and leadership.

Key Responsibilities: 

• Monitor call volume and assign outbound campaigns to optimize coverage and follow-ups.
• Serve as first-line support for escalations from Benefit Counselors.
• Provide guidance on telephony tools, adjusting assignments as needed to meet demand.
• Maintain account documentation, process updates, and enrollment materials.
• Deliver onboarding and refresher training for Benefit Counselors.
• Provide coaching and feedback to support service quality, compliance, and accuracy.
• Contribute to the design and delivery of call scripting, tools, and job aids.
• Share product and process knowledge to ensure consistent participant guidance.
• Review call recordings, enrollment data, and counselor interactions to ensure accuracy.
• Track and analyze call center metrics; report trends and insights to management.
• Identify process gaps and recommend improvements to enhance efficiency and participant satisfaction.

The Skills and Background You’ll Need: 

• Strong understanding of call center operations, metrics, and workforce coordination.
• Proven ability to explain voluntary benefits and complex plan designs clearly.
• Skilled in handling escalations with professionalism and resolution focus.
• Excellent communication, interpersonal, and collaboration skills.
• Strong organizational skills with attention to detail and ability to prioritize tasks.

Required Education: Bachelor's degree in Business, Human Resources, or related field

Required Experience: Minimum of 2 years of call center experience

Preferred Experience:

Knowledge of benefits administration and open enrollment processes.

Experience training or coaching peers in benefits or call center settings.

Bilingual skills (English/Spanish).

#LI-REMOTE

We have built an enduring legacy of stability, financial strength and exceptional customer service through the contributions of the service-oriented people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions

• An annual incentive bonus plan

• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure

• A supportive, responsive management approach and opportunities for career growth and advancement 

• Paid parental leave and adoption/surrogacy assistance

• An employee giving program that double matches your donations to eligible nonprofits and schools

In addition to the competitive salary range below, our employee-focused benefits support work-life balance. Learn more about working at The Standard.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on a variety of factors including individual and organizational performance.

Salary Range:

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Mortgage Investors, LLC, StanCorp Investment Advisers, Inc., and American Heritage Life Insurance Company and American Heritage Service Company, marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability or veteran status or any other condition protected by federal, state or local law. Except where precluded by state or federal law, The Standard will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. The Standard offers a drug- and alcohol-free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on The Standard's property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation and employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.