Card Services Product Trainer - Financial Program

Job Title: Card Services Product Trainer - Financial Program

Work Setup: Onsite in Alabang Muntinlupa

Work Schedule: Shifting schedules (night shift / rotational shifts)

Salary Package: Php 30,000 to 40,000 (no other allowances). Can still accept up to 45k

JOB OVERVIEW

The Card Services Product Trainer is responsible for designing, delivering, and evaluating end-to-end training programs for new hires and existing frontline operations teams.

This role ensures that agents master commercial card services products, compliance guidelines, system navigation, and operational workflows to achieve peak performance, high accuracy, and strict adherence to client SLAs.

KEY RESPONSIBILITIES

1. Training Design and Facilitation

- New Hire Onboarding (NHT): Facilitate new-hire training classes covering domain basics, product architecture, system workflows, and line-of-business (LOB) knowledge.

- Up-skilling and Cross-skilling: Conduct refresher courses, product updates, and specialized training for tenured agents to adapt to new regulatory changes, software updates, or client policies.

- Content Development: Collaborate with Instructional Designers and Subject Matter Experts (SMEs) to develop modular training kits, SOP job aids, mock scenarios, and assessments using adult learning principles.

2. Nesting and Floor Support

- Manage the Nesting / Hypercare phase after classroom training, providing real-time floor support, handling escalated queries, and bridging the gap between theory and live operations.

- Conduct side-by-side coaching, call or transaction audits, and floor observations to address knowledge gaps early.

3. Compliance and Governance

- Maintain training documentation, attendance logs, assessment scores, and compliance certification records for audit readiness.

4. Metrics and Performance Tracking

- Measure training impact across key performance indicators (KPIs) such as Batch Throughput %, First Time Right (FTR), 0–30 Day Attrition, Average Handling Time (AHT), Quality Scores, and CSAT.

- Perform Training Needs Analysis (TNA/TNI) driven by operational quality dashboards and error trend reports.

QUALIFICATIONS AND SKILL REQUIREMENTS

- Total Experience: Minimum 3–5 years in a BPO environment.

- Minimum Trainer experience with Card Services in a BPO: 2 years (not Collections, Insurance, Fraud)

- Domain Specifics: At least 2 years in a Product Trainer supporting Financial or Commercial Card Services

- Bachelor’s degree in Business Administration, Finance, Education, Communications, or any related field.

- High proficiency in navigating core banking or financial platforms (e.g., Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or proprietary servicing platforms).

- Hands-on experience with Learning Management Systems (LMS) and e-learning authoring tools (e.g., Articulate 360, Camtasia).

- Advanced command of MS Office / Google Workspace (especially PowerPoint/Slides and Excel/Sheets for tracking metrics).

CORE COMPETENCIES AND SOFT SKILLS

- Domain Expertise: Strong grasp of financial terminology and commercial card services scope

- Facilitation and Public Speaking: Exceptional verbal and written communication skills. Ability to simplify complex financial workflows for diverse learning styles.

- Analytical Ability: Data-driven mindset to analyze post-training performance metrics and identify root causes for bottom-quartile agents.

- Flexibility: Willingness to work in shifting schedules (night shift / rotational shifts)