Trainer | Commercial Lines

The Commercial Lines New Hire Trainer plays a pivotal role in how Oakbridge onboards new Commercial Lines talent, owning the new hire journey from pre-training preparation through certification and early live support. The role also extends beyond individual new hires to support newly acquired partner agencies, traveling on-site to train incoming teams on Epic and CL workflows as part of Oakbridge's Go-Live process. Sitting within Learning & Development, this individual standardizes workflows across a fast-growing agency, teaching Epic navigation and CL processes as a single skill set rather than two separate subjects.

Work Performed

Pre-Training

• Confirm Epic access, setup and configuration ahead of the new hire’s start date
• Review the new hire’s background and prior experience to prepare tailored materials
• Coordinate scheduling and logistics with the Regional Director of Operations or Team Lead

Delivery

• Teach Epic navigation and standardized Commercial Lines workflows together, covering the full policy lifecycle: New Business, Endorsements/Change Requests, Renewals, Audits, Cancellations & Reinstatements, Claims, and Certificates of Insurance
• Provide related system and report training as part of the curriculum

Practice & Validation

• Observe and correct in real time as new hires work through core transactions
• Validate independent execution of key workflows before go-live
• Flag knowledge gaps early, before the new hire is live in the system

Go-Live Support

• Remain available to the new hire and their Team Lead during the transition to independent work
• Resolve process questions as they surface in real time

Post-Training

• Complete the Trainer Certification Handoff and document outcomes
• Hand off ongoing coaching to the receiving manager

Additional Responsibilities

• Assist with New Partner Go-Live dates (travel required)
• Maintain and update CL training materials, including the Trainer Playbook, Training Checklist, and workflow cheat sheets, as Epic configuration or service standards evolve
• Route recurring questions, errors, or gaps observed in training back into workflow documentation and the training team
• Partner with IT/Systems on Epic access, activity setup, and configuration issues affecting new hires
• Adjust training pace and content for experienced CL hires versus those new to insurance

• Demonstrated proficiency in Applied Epic, including navigation, activity management, and troubleshooting common errors
• Working knowledge of Commercial Lines workflows - sequencing, decision points, and upstream/downstream impacts across the policy lifecycle, including audit and certificate processes
• Comfortable teaching one-on-one and in small groups, using hands-on, scenario-based instruction as well as virtual sessions via Teams
• Strong attention to detail and documentation habits; this role serves as a primary source of truth for how CL work gets done

Preferred Education & Experience

• Prior experience in a Commercial Lines Account Manager or Team Lead role
• Prior training, mentoring, or onboarding experience a plus, though not required

Success Measures

• High first-attempt pass rates on Epic proficiency assessments and workflow knowledge checks
• Consistent, on-time completion of Training Checklists
• Handoff meetings and documentation finished on schedule, with manager sign-off, every time
• Low rate of post-handoff escalations tied to Epic or workflow gaps (versus carrier, risk, or product gaps, which sit with the receiving manager)