Trainer
Gratitude IncTrainer
Job Description
Key Skills
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Job title: Trainer
Account: UK Financial Customer service
Qualifications:
• Bachelor's Degree
• 2-4 years' work experience in US/UK banking operations and training in a call center or shared services environment.
•Financial account experience must be in mortgage, car/motor financing, collections, fraud, underwriting, payouts, or any similar facet. Insurance or payroll will not be considered.
• Priority: UK or US banking, with any experience under the LOAN ORIGINATION PROCESS, especially under MOTOR FINANCING.
• Basic understanding of training methodologies applied on virtual and F2F instructor-led classes
• Excellent communication & feedback/coaching Skills
• Good to have: Exposure to US or UK banking industry, preferably with underwriting and payouts experience.
Key Responsibilities:
•Conduct New Hire Training (classroom and virtual) ensuring strong process, product, and compliance knowledge
•Manage training batches (typically 1:20 ratio) ensuring engagement and effective delivery
•Provide structured coaching and feedback during training and OJT
•Audit agent cases using prescribed audit sheets and provide documented gap analysis
•Attend weekly calibration sessions with client/internal stakeholders
•Conduct assessments (tests, practical evaluations) to measure trainee performance
•Maintain training records, reports, and performance analysis for continuous improvement
•Perform Training Needs Identification (TNI) and conduct refresher sessions based on audit findings
•Track and analyze performance metrics and trends
•Ensure compliance with regulatory, operational, and internal policy updates
•Participate in case reviews, meetings, and process updates
•Communicate trends, challenges, and process gaps to Team Leaders/Managers
•Process transactions periodically to maintain operational competency
•Maintain certification (TTT) and stay updated with new product/process changes
•Motivate and support associates through structured career development guidance
Role
Customer Service Trainer
Timings
UK Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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