Card Services Product Trainer -Financial Program

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