Training Specialist, Claims

The Opportunity

AMA Insurance is looking for an engaging and knowledgeable Training Specialist, Care-First Claims who is passionate about learning the fundamentals of Care-First Auto Reform and building capability, supporting employee growth, and helping teams confidently through the transition to the new Care-First model. This is a 12-month temporary employment opportunity.

This role is for someone who can turn legislation, claims processes, systems, and guidelines into clear, practical, and engaging learning experiences. You'll play a key role in supporting Care-First Claims by designing, developing, and delivering classroom and online training that strengthens claims knowledge, supports consistent application of practices and guidelines, and contributes to an exceptional member experience.

You'll work closely with Claims Leadership, frontline claim representatives, and learning partners to identify training needs, develop learning solutions, reinforce key concepts, and support the successful adoption of updated systems, policies, processes, practices, and guidelines.

Please Note: This role requires travel to AMA offices across Alberta (including Edmonton, Calgary, Lethbridge, and Red Deer) to deliver in-person training, with travel anticipated at approximately 25% of the time. Access to a personal vehicle is preferred, though other forms of travel may be used.

Who You Are

• A skilled facilitator who can make complex claims concepts, regulations, systems, and processes easy to understand.
• A natural coach who enjoys helping others build confidence, capability, and consistency in their work.
• Someone who understands the importance of adult learning principles and knows how to create training that supports real behavior change.
• A trusted partner who can work closely with Claims Leadership to anticipate needs, identify gaps, and develop solutions that support operational success.
• A clear communicator with strong written, verbal, listening, and presentation skills.
• Highly organized, with the ability to manage multiple training priorities, schedules, projects, and timelines.
• A curious and adaptable learner who can quickly build knowledge of new legislation, systems, processes, and Care-First workflows and translate them into clear, practical training for others.
• A collaborative relationship builder who can work effectively with people across different levels of the organization.
• Calm, approachable, patient, and positive — especially when supporting employees through learning, change, and new ways of working.
• Willing and able to travel to AMA offices across Alberta to deliver in-person training as needed.

What You'll Do

• Design, develop, and deliver structured learning content that supports Care-First workflows, system use, claims technical topics, Care-First benefits, and decision-making frameworks.
• Create engaging and interactive learning sessions across classroom, online, and blended delivery methods, guided by adult learning principles and aligned to AMA standards.
• Deliver role-specific training programs for adjusters, specialists, leaders, new hires, and existing employees through workshops, case studies, scenario-based learning, and other learning formats — including in-person delivery at AMA offices in Edmonton, Calgary, Lethbridge, and Red Deer.
• Develop and maintain training schedules based on operational and learning needs.
• Create job aids, guides, reference materials, e-learning modules, and structured curricula that support consistent application of Care-First Claims practices and guidelines.
• Support one-on-one training and review sessions to reinforce knowledge testing and learning applications.
• Evaluate learner reaction, retention, and transfer of learning, and adjust course materials or curriculum to improve effectiveness.
• Reinforce learning through follow-up sessions, refreshers, coaching, and partnership with leaders to embed learning into daily operations.
• Conduct targeted audits to assess adherence to processes and training, identify knowledge or application gaps, and provide feedback loops to leadership.
• Provide continuous improvement recommendations and help link training outcomes to performance metrics.
• Keep training content current with legislative, regulatory, system, process, and guideline changes.
• Provide operational support to Claims Leadership and claim handlers when updated systems, policies, processes, practices, and guidelines are introduced.

What You Bring

• Knowledge of insurance claims operations, legislation, and claims best practices, combined with the ability to acquire, synthesize, and translate new Care-First information into effective learning solutions.
• Demonstrated experience in a business education, training, facilitation, or learning environment.
• Experience designing and delivering training content, learning programs, job aids, reference materials, or curriculum.
• Strong understanding of adult learning principles, instructional design, facilitation, coaching, and capability development.
• Excellent communication skills, including written, verbal, listening, presentation, and facilitation skills.
• Ability to collaborate with Claims Leadership and establish relationships that build trust, influence appropriately, and support performance through learning.
• Ability to plan, organize, prioritize, and execute while managing multiple projects, timelines, and priorities.
• Confidence using technology in course design, delivery, and learning management.
• Proficiency in Guidewire ClaimCentre, Workday, and Microsoft Office.
• Ability to travel to AMA offices in Edmonton, Calgary, Lethbridge, and Red Deer to deliver in-person training (approximately 25% travel). Access to a personal vehicle is preferred, though other forms of travel may be used.
• Post-secondary education, an insurance professional designation, or curriculum development experience is considered an asset.

Why AMA

AMA is more than a workplace — we're a trusted partner to more than one million members across Alberta. We offer competitive compensation, flexible work options, strong benefits, and meaningful opportunities to grow while making an impact.

You'll join a collaborative team that values learning, continuous improvement, strong relationships, and member-focused service — while helping shape the future of Care-First Claims at AMA.

AMA is committed to providing an inclusive and accessible recruitment process. Accommodations are available upon request.

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WORK MODEL:

Remote

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We thank all applicants for their interest; however, only those selected for an interview will be contacted.