Card Services Product Trainer -Financial Program

Gratitude Inc

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3 weeks ago

Card Services Product Trainer -Financial Program

3-5 Year(s)

Manila (Alabang Muntinlupa City)

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Job Description

Key Skills

Finacle MS Office Advanced Proficiency Salesforce Marketing Cloud BPO Experience Fraud experience| Strong knowledge of LMS platforms and e-learning standards (SCORM, xAPI). TSYS PLATFORMS Product Trainer. Commercial Card Services.

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Job Title: Card Services Product Trainer -Financial Program

Location: Alabang, Muntinlupa, Philippines
Work Setup: Onsite
Shift: Shifting schedules (Night Shift / Rotational Shifts)
Salary Package: Negotiable

JOB SUMMARY

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.

KEY RESPONSIBILITIES

Facilitate New Hire Training covering domain basics, product knowledge, system workflows, and LOB processes.
Conduct upskilling, cross-skilling, refresher training, and product update sessions.

Manage the nesting/hypercare phase following classroom training.
Provide real-time floor support and handle escalated queries.

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

Track training impact using KPIs including Batch Throughput, First Time Right (FTR), 0–30 Day Attrition, AHT, Quality Scores, and CSAT.
Conduct Training Needs Analysis (TNA/TNI) based on operational dashboards and error trends.

QUALIFICATIONS

3–5 years of total experience in a BPO environment.
Minimum 2 years of Trainer experience specifically in Card Services within a BPO.
At least 2 years of experience as a Product Trainer supporting Financial/Commercial Card Services.
Experience must be specifically in Card Services; Collections, Insurance, and Fraud experience alone will not qualify.
Bachelor’s degree in Business Administration, Finance, Education, Communications, or a related field.
Strong understanding of financial terminology and commercial card services.
Experience with financial platforms such as 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 such as Articulate 360 or Camtasia.
Advanced proficiency in MS Office/Google Workspace, particularly PowerPoint/Slides and Excel/Sheets.

CORE COMPETENCIES

Strong financial and commercial card services knowledge
Excellent facilitation and public-speaking skills
Strong written and verbal communication
Ability to simplify complex financial workflows
Data-driven and analytical mindset
Strong coaching and problem-solving abilities
Flexibility to work night and rotational shifts

Role

Product Manager-Cards

Timings

Rotational Shifts (Permanent)

Industry

Accounting / Finance

Work Mode

Work from office

Process

Voice

Functional Area

Banking / Financial Services

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