Trainer/ Senior Trainer - Credit Card Operations

Gratitude Inc

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1 week ago

Trainer/ Senior Trainer - Credit Card Operations

2-5 Year(s)

30 - 35 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

BFSI bpo trainer Disputes, Fraud, Chargebacks Card-network knowledge

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Trainer/Senior Trainer – Credit Card Operations

Location: Taguig (On-site)

Salary: ₱33,000 - ₱38,000 + ₱2,000 Allowance

Start Date: IMMEDIATE/ASAP

About the Role

Are you a skilled trainer with deep expertise in credit card operations? We're looking for a dynamic Trainer/Senior Trainer to design and deliver high-impact training programs that empower frontline teams in Customer Service, Collections, Fraud Investigation, Disputes, and Chargeback Management.

This is your opportunity to make a real impact by equipping agents with the regulatory knowledge, technical skills, and decision-making capabilities they need to excel in complex credit card scenarios.

What We're Looking For

Must-Haves:

2+ years of Training experience in a BPO setting

3-5 years hands-on experience in disputes, fraud, chargebacks, or collections

Strong knowledge of regulatory compliance (FCRA, FDCPA, PCI-DSS) and card-network rules

Bachelor's degree or equivalent

Proven ability to create end-to-end training programs, simulations, job aids, and compliance modules

Experience analyzing KPIs, coaching teams, and driving performance improvement

Exceptional communication and facilitation skills

High attention to detail and analytical thinking

Available to start immediately

Willing to work on-site in Taguig with a shifting schedule

Important Note:

Must NOT be currently or formerly employed with FirstSource

No active application with the client

What You'll Do

Design and deliver comprehensive training for Customer Service, Collections, Credit Bureau Disputes (FCRA), Fraud Investigation, and Chargeback Management

Conduct new hire training, upskilling sessions, refreshers, and remedial coaching

Create engaging scenario-based simulations for complex case handling

Keep training content updated with the latest regulations and policy changes

Train teams on FCRA, FDCPA, CFPB, UDAAP, PCI DSS, and card-network standards

Ensure strict adherence to compliance timelines and documentation requirements

Conduct compliance assessments and provide corrective coaching

Analyze training effectiveness using KPIs: accuracy, QA scores, call quality, and compliance metrics

Identify skill gaps and implement targeted improvement plans

Partner with Quality and Operations to reduce errors and rework

Develop SOPs, job aids, workflow guidelines, and knowledge resources

Maintain and update LMS materials aligned with business changes

Support process migrations and change management initiatives

Why Join Us?

Competitive compensation package with allowances

Work in a dynamic BFSI environment with growth opportunities

Make a meaningful impact on team performance and customer experience

Collaborate with cross-functional teams (Operations, Quality, Compliance, Risk)

Fast-track your career in credit card operations training

Answer these questions to fast-track your application:

How many years of Trainer experience do you have in BPO?

How many years of experience do you have in BFSI LOBs?

What is your highest educational attainment?

Do you have strong experience in disputes, fraud, chargebacks, or collections with regulatory and card-network knowledge? (Please share briefly)

What was your last drawn salary?

What is your salary expectation? (Budget: ₱33,000 - ₱38,000 + ₱2,000 allowance)

Are you amenable to working onsite in Taguig with a shifting work schedule?

Can you start immediately?

APPLY NOW! This is an urgent hire, and we're ready to move fast with the right candidate.

We're looking for someone who can start ASAP, so if you meet the qualifications, apply today!

Role

Training Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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