Card Services Product Trainer – Financial / Commercial Cards

Gratitude Inc

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2 days ago

Card Services Product Trainer – Financial / Commercial Cards

3-5 Year(s)

Manila (Alabang Muntinlupa City)

Job Description

Key Skills

BPO Call center Financial Account Product Trainer. Commercial Card Services.

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Card Services Product Trainer – Financial / Commercial Cards

Location: Alabang, Muntinlupa, Philippines

Work Setup: Onsite

Shift: Shifting / Night / Rotational Shifts

Hiring: 5 positions

Job Overview

We are hiring Card Services Product Trainers with hands-on experience in financial or commercial card services within a BPO/call center environment.

The Product Trainer will design and deliver training programs for new hires and tenured frontline teams, ensuring employees develop strong knowledge of commercial card products, financial services processes, systems, compliance requirements, and operational workflows.

This is a highly specialized training role. Candidates must have at least 2 years of Product Trainer experience supporting Card Services in a BPO environment.

Important: Trainer experience in Collections, Insurance, or Fraud alone does not meet the Card Services requirement.

Key Responsibilities

Training & Facilitation

Deliver New Hire Training (NHT) covering financial/card services fundamentals, product knowledge, systems, processes, and LOB requirements.
Conduct refresher, upskilling, cross-skilling, and product update training for tenured employees.
Explain complex financial and commercial card processes in a clear and engaging manner.
Develop training materials, job aids, assessments, mock scenarios, and learning activities using adult-learning principles.
Partner with Instructional Designers, SMEs, Operations, and Quality teams to maintain accurate training content.

Nesting & Floor Support

Lead the nesting/hypercare phase following classroom training.
Provide real-time floor support and resolve agent product/process questions.
Conduct side-by-side coaching, floor observations, transaction reviews, and targeted interventions.
Identify knowledge gaps and recommend corrective training.

Compliance & Documentation

Ensure training content aligns with client policies, financial services requirements, and compliance standards.
Maintain attendance records, assessment results, training documentation, and certification records.
Ensure training records remain accurate and audit-ready.

Performance & Training Analytics

Track training and post-training performance using metrics such as:
- First Time Right (FTR)
- Quality Scores
- Average Handling Time (AHT)
- CSAT
- Batch Throughput
- Early Attrition
Conduct Training Needs Analysis (TNA/TNI) using quality reports, error trends, and operational performance data.
Identify root causes of performance gaps and create targeted learning interventions.

Required Qualifications

Bachelor's degree in Business Administration, Finance, Education, Communications, or a related field.
3–5+ years of total BPO/call center experience.
At least 2 years of Product Trainer experience in Card Services within a BPO environment.
At least 2 years of training experience supporting Financial Services, Commercial Cards, or Card Services.
Strong understanding of financial terminology, card products, commercial card services, and customer servicing processes.
Excellent facilitation, presentation, coaching, and communication skills.
Strong analytical ability and experience using training/performance data to identify knowledge gaps.
Willingness to work night, rotational, and shifting schedules.

Technical Skills

Experience with financial/card servicing platforms such as:

Experience with Learning Management Systems (LMS) and e-learning/training tools such as Articulate 360, Camtasia, or similar platforms is preferred.

Strong proficiency in Microsoft Office / Google Workspace, particularly PowerPoint/Google Slides and Excel/Google Sheets.

Ideal Candidate Profile

We are particularly interested in candidates who have worked as:

Card Services Product Trainer
Financial Services Product Trainer
Commercial Card Trainer
Banking Product Trainer
Card Operations Trainer
Financial BPO Trainer
Card Services Trainer
Credit Card Product Trainer
Commercial Card Services Trainer
Technical/Product Trainer – Financial Services

Important Experience Requirement

QUALIFYING EXPERIENCE:

Card Services Product Training
Commercial Card Services Training
Financial Card Services Training
Banking/Card Product Training
BPO Card Operations Training

NOT SUFFICIENT ON ITS OWN:

Collections Training
Insurance Training
Fraud Training
General Customer Service Training
General BPO Training without Card Services experience

Search Keywords

Pre-Screening Questions

What is your highest educational attainment?
How many years of total BPO/call center experience do you have?
How many years of Trainer experience do you have?
How many years of Card Services Product Training experience do you have?
Have you trained Financial/Commercial Card Services in a BPO environment?
Which card/financial products have you trained?
Which financial or card servicing platforms have you used?
Which LMS/e-learning tools have you worked with?
Do you have Trainer experience specifically in Collections, Insurance, or Fraud only? If yes, please specify.
Are you willing to work onsite in Alabang, Muntinlupa?
Are you comfortable with night and rotational shifts?
What is your current/last drawn salary?
What is your expected salary?
What is your earliest available start date?

Role

Cards Operations Executive

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

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

Recruiter - Gratitude Inc

NA, nigeria

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