Card Services Product Trainer – Financial Services | BPO

Gratitude Inc

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10 hours ago

Card Services Product Trainer – Financial Services | BPO

3-5 Year(s)

Manila (Alabang Muntinlupa City)
(Base Location for WFH)

Job Description

Key Skills

bpo Financial Account Product Trainer. Commercial Card Services.

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Card Services Product Trainer – Financial Services | BPO

Location: Alabang, Muntinlupa, Philippines

Work Setup: Onsite

Schedule: Shifting Schedule / Night Shift / Rotational Shifts

Hiring: 5 Positions

Job Overview

We are hiring an experienced Card Services Product Trainer to support a Financial Services / Commercial Card Services BPO program in Alabang, Muntinlupa.

The Product Trainer will be responsible for delivering new hire training, upskilling, cross-skilling, refresher training, product updates, nesting support, and floor coaching for frontline customer service teams supporting commercial card services.

The ideal candidate has strong BPO training experience within Card Services or Financial Services, excellent facilitation skills, and the ability to translate complex financial products, processes, systems, and compliance requirements into practical learning experiences.

Key Responsibilities

Training & Facilitation

Deliver New Hire Training (NHT) covering financial services, commercial card products, processes, systems, and customer servicing.
Conduct upskilling, cross-skilling, refresher, and product update training for existing employees.
Facilitate classroom, virtual, simulation, and scenario-based learning sessions.
Explain complex financial and commercial card processes in a clear and engaging manner.
Conduct knowledge checks, assessments, role plays, simulations, and certification activities.

Training Content & Development

Develop and update training materials, presentations, job aids, SOPs, knowledge checks, and mock scenarios.
Partner with SMEs, Operations, Quality, and Instructional Design teams to ensure training content remains accurate and relevant.
Apply adult learning principles and different learning techniques to improve knowledge retention.

Nesting & Floor Support

Manage the nesting / hypercare period following classroom training.
Provide real-time floor support and assist agents with product, process, and system-related questions.
Conduct side-by-side coaching, transaction reviews, call observations, and targeted coaching.
Identify knowledge gaps and recommend appropriate coaching or retraining interventions.

Performance & Training Analytics

Monitor post-training performance using KPIs such as:
- First Time Right (FTR)
- Quality Scores
- Customer Satisfaction (CSAT)
- Average Handle Time (AHT)
- Batch Throughput
- Early Attrition
- Knowledge Assessment Scores
Conduct Training Needs Analysis (TNA/TNI) based on quality results, operational performance, error trends, and knowledge gaps.
Provide training performance reports and recommendations to Operations and Training leadership.

Compliance & Documentation

Maintain accurate training records, attendance, assessments, certification results, and training documentation.
Ensure training activities align with client requirements, financial services policies, compliance standards, and operational procedures.
Support audit and governance requirements.

Qualifications

Required Experience

3–5+ years of total BPO experience.
Minimum 2 years of experience as a BPO Trainer/Product Trainer supporting Card Services.
Experience must specifically involve Card Services / Commercial Card Services / Financial Services.
Candidates whose training experience is primarily in Collections, Insurance, or Fraud will not be considered for this role.
Experience handling or training teams supporting commercial cards, corporate cards, credit cards, debit cards, card servicing, or related financial products is highly preferred.

Education

Bachelor's degree in Business Administration, Finance, Education, Communications, or a related field preferred.

Technical Skills

Experience navigating financial, banking, card servicing, CRM, or proprietary customer service platforms.
Familiarity with platforms such as Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or similar systems is an advantage.
Experience using Learning Management Systems (LMS) and e-learning tools is preferred.
Strong proficiency in Microsoft Office / Google Workspace, particularly PowerPoint/Google Slides and Excel/Google Sheets.

Core Competencies

Strong knowledge of financial services and commercial card products
Excellent training facilitation and presentation skills
Strong verbal and written communication
Ability to simplify complex financial concepts and workflows
Strong coaching and mentoring skills
Data-driven approach to training and performance improvement
Strong analytical and problem-solving abilities
Excellent classroom management skills
Ability to work effectively with Operations, Quality, SMEs, and Training teams
Willingness to work night shifts, rotational shifts, and changing schedules

Ideal Candidate Profile

This opportunity is ideal for professionals with backgrounds such as:

Card Services Product Trainer
Financial Services Trainer
Commercial Card Trainer
Banking Product Trainer
BPO Trainer – Financial Account
Card Services SME / Subject Matter Expert
Financial Services SME with Training Experience
Customer Service Trainer – Banking/Card Services
Learning & Development Trainer – Financial Services

Experience with commercial cards, corporate cards, card servicing, banking operations, or financial customer service is highly relevant.

Pre-Screening Questions

Please provide the following information:

Highest Educational Attainment:
Total BPO Experience:
Total Trainer Experience:
Years of Card Services Training Experience:
Card Services / Financial Account Supported:
Have you trained Card Services in a BPO environment? Yes / No
Do you have experience in Commercial/Corporate Card Services? Yes / No
Last Drawn Salary:
Expected Salary:
Current Location:
Are you willing to work onsite in Alabang, Muntinlupa? Yes / No
Are you willing to work night/rotational shifts? Yes / No

Important: This is an onsite role in Alabang, Muntinlupa and requires flexibility for shifting/night schedules.

Role

Product Manager-Cards

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from Home

Process

Non-Voice

Functional Area

Banking / Financial Services

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Comfort Etim

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