• Lead live virtual sessions via Microsoft Teams using provided facilitator guides, slides, scripts, and scenarios • Facilitate breakout discussions, role-plays, and applied exercises focused on: Customer-centered conversations, Needs-based questioning, Building trust and rapport with customers aged 65+, Supporting customers through medical insurance decisions, Handling conversations where customers are considering switching plans • Reinforce key behaviors associated with strong broker performance, including: Active listening, Empathy and human connection, Structured follow-up, Consultative communication • Review materials in advance and prepare thoroughly for each session • Participate in onboarding sessions and dry runs prior to live delivery • Ensure a consistent and high-quality experience across all cohorts • Provide feedback after sessions to support program refinement • Optionally deliver a supervisor-focused session to help leaders reinforce these communication and retention skills with their broker teams