Card Services Product Trainer -Financial Program

Gratitude Inc

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2 days ago

Card Services Product Trainer -Financial Program

3-6 Year(s)

Manila (Alabang Muntinlupa City)

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Job Description

Key Skills

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

8 candidate(s) have already applied for this Job. Apply now

We’re looking for an experienced Card Services Product Trainer to design and deliver training programs for new hires and existing frontline operations teams.

You’ll help agents master card products, financial processes, system navigation, compliance requirements, and operational workflows while driving accuracy, quality, and overall performance.

What We’re Looking For

3–5+ years of BPO experience
At least 2 years of experience as a Product Trainer supporting Card Services in a BPO environment
Strong experience in Financial/Commercial Card Services
Card Services training experience is required — candidates focused solely on Collections, Insurance, or Fraud are not aligned with this role
Bachelor’s degree in Business Administration, Finance, Education, Communications, or a related field
Strong knowledge of financial terminology and commercial card products
Experience with financial/banking platforms such as Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or proprietary servicing platforms
Hands-on experience with LMS and e-learning tools such as Articulate 360 or Camtasia
Advanced proficiency in PowerPoint/Google Slides and Excel/Google Sheets
Excellent facilitation, presentation, communication, and coaching skills
Data-driven approach to analyzing training and operational performance
Willing to work on a shifting/rotational schedule

What You’ll Do

Facilitate New Hire Training (NHT) covering products, systems, workflows, and LOB knowledge
Conduct upskilling, cross-skilling, refresher, and product update training
Develop training materials, job aids, assessments, and mock scenarios
Provide nesting, hypercare, and floor support after classroom training
Conduct coaching, call/transaction audits, and floor observations
Maintain training records, assessments, and compliance documentation
Track training effectiveness through FTR, AHT, Quality, CSAT, attrition, and other KPIs
Conduct Training Needs Analysis (TNA/TNI) using quality and performance data
Partner with SMEs, Instructional Designers, and Operations to close knowledge gaps

Pre-Screening Questions

Educational Attainment:
Total BPO Experience:
Trainer Experience in Card Services (BPO only; excluding Collections, Insurance, and Fraud):
Last Drawn Salary:
Expected Salary:

Role

Customer Success Specialist

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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