Trainer/Senior Trainer – Credit Card Operations

Gratitude Inc

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1 month ago

Trainer/Senior Trainer – Credit Card Operations

1-3 Year(s)

Manila (Taguig)

Job Description

Key Skills

Analysis Risk Management Quality Management System banking relationship manager banking Acquisition manager

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Line of Business: Banking, Financial Services, and Insurance (BFSI) Location: On-site in Taguig Work Schedule: Shifting schedule Headcount: 1 Target Start Date: Immediate / ASAP

We are looking for an experienced Trainer/Senior Trainer with deep expertise in Credit Card Operations to design, deliver, and evaluate high-impact training programs. This role will focus on equipping frontline agents and specialists in Customer Service, Collections, Credit Bureau Disputes, Fraud Investigation, and Chargeback Management with the necessary regulatory knowledge, technical skills, and decision-making abilities to handle complex scenarios effectively.

Critical Requirements:

Bachelor’s degree or equivalent experience (undergraduates welcome to apply)

At least 2 years of experience as a Trainer in a BPO environment

3–5 years of operations experience in disputes, fraud, chargebacks, or collections with strong knowledge of regulations and card-network rules

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

Skilled in KPI analysis, gap identification, team coaching, and ensuring adherence to FCRA, FDCPA, PCI-DSS, CFPB, and UDAAP

Strong analytical judgment in fraud, dispute, and collections scenarios

Exceptional communication, facilitation, and stakeholder management skills

High accuracy, attention to detail, and ethical judgment

Adaptability in a fast-paced environment

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

Key Responsibilities:

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

Conduct new hire onboarding, upskilling, refreshers, and remedial sessions using scenario-based and simulation-led approaches

Ensure all training reflects current regulatory, network, and policy requirements

Analyze performance KPIs, identify skill gaps, and partner with Quality & Operations to drive improvements

Create and maintain SOPs, job aids, workflows, and LMS content

Collaborate with Operations, Quality, Compliance, and Risk teams on process migrations and change initiatives

7 Key Screening Questions:

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

How many years of operations experience do you have in credit card disputes, fraud, chargebacks, or collections?

Do you have strong knowledge of credit card regulations (e.g., FCRA, FDCPA, PCI-DSS) and card-network rules?

Do you have a Bachelor’s degree or higher (or equivalent experience)?

Have you created and delivered end-to-end training programs, including simulations and job aids?

Are you willing to work on-site in Taguig with a shifting schedule?

Are you available to start immediately or within 2 weeks?

Role

Banking - Business

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Banking / Financial Services

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