Job Listings

Customer Service Trainer

3700 S. Stonebridge Dr., McKinney, Texas
Job number: 14490

Job Description:

Customer Service Trainer

Primary Duties & Responsibilities

The Customer Service Trainer is responsible for the training of all new employees and the continuing education of the current representatives.  Monitors and reports the effectiveness of training on employees during the orientation period and for career development.  Test trainees to measure progress and to evaluate effectiveness of training. The Customer Service Trainer will also be responsible for updating and maintaining the information held on the Customer Service Intranet site.  Must keep abreast of all new products and changes within the company to keep the representatives up to date on all information.


  • Training on all products and services associated with Customer Service for United American Ins., Liberty National Life, Part D and Globe Life and Accident Ins. Co.
  • Conduct training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge both in person and
  • Implement department policies outlined by management regarding the handling of policyholder requests
  • Maintain and update intranet site with all necessary information (changes to processes/procedures, new features, changes to existing policies and/or new policies, etc.) utilized by Representatives
  • Professionally handle high-stress situations according to company guidelines
  • Strong people skills with the ability to motivate and promote a good working environment
  • Make updates to the training curriculum as needed and design changes to continuously improve content and effectiveness
  • Monitor and report training progress of new and existing trainees and inform management
  • Maintain access and templates for Customer Service department applications (CSE, Letter Writer, etc.)
  • Ability to perform root cause analysis (RCA) of IT application issues for customer service to assist in resolution
  • Provide support and training to other departments (Legal, Retention, etc.) regarding Customer Service IT applications and policy information

Required Skills

  • Must be familiar with products of all of the Globe Life Companies
  • Excellent oral and written communication skills with the ability to write routine reports and correspondence
  • Ability to speak effectively and professionally before groups of employees with the ability to give honest and productive feedback.
  • Able to function independently in a multi-task environment, as well as part of a team
  • Strong planning and organizational skills
  • Proven presentation/facilitation skills in person and virtual environments
  • Proficient in Microsoft Office
  • Adaptability to changing environments and work processes
  • Reliable and predictable attendance of your assigned shift
  • Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying


Required Knowledge & Experience

Location: 3700 S. Stonebridge Dr., McKinney, Texas

Apply Now

Current employees apply here.

Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.

Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for health care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contributes to HSA.

Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit

Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.

The Whole Globe

Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

SmileThe insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.