Trainer/Senior Trainer – Credit Card Operations

Gratitude Inc

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18 hours ago

Trainer/Senior Trainer – Credit Card Operations

2-5 Year(s)

30 - 40 Thousand p.m

Manila

Job Description

Key Skills

BFSI bpo trainer Disputes, Fraud, Chargebacks Card-network knowledge

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Job title: Trainer/Senior Trainer – Credit Card Operations

LOB: Banking, Financial Services, and Insurance (BFSI)

Account: Financial/ Credit Card

Location: On-site in Taguig

Work Timing: Shifting

Salary: 33,000 - 38,000 basic / 2,000 allowance

Target start date: Immediately/Asap

CRITICAL REQUIREMENTS:

● Bachelor’s degree or equivalent experience is required

● At least 2 years of relevant experience as a Trainer in a BPO setting

● 3–5 yrs in disputes, fraud, chargebacks, or collections with strong regulatory and card-network knowledge.

● Bachelor’s degree or equivalent experience is required

● Ability to create and deliver end-to-end training, simulations, job aids, and compliance-aligned learning modules

● Skilled in analyzing KPIs, identifying gaps, coaching teams, and ensuring strict adherence to FCRA, FDCPA, PCI-DSS.

● Strong analytical judgment in fraud/dispute/collections scenarios

● High accuracy and attention to detail

● Exceptional communication and facilitation skills

● Ability to manage diverse and complex training requirements

● Ethical judgment and regulatory discipline

● Adaptability in a fast-paced credit operations environment

● Willing to work on-site and shift schedule in Taguig

Key Responsibilities:

1. Training Design and Delivery:

 Develop and deliver end-to-end training programs for:

o Customer Service and Collections and Recovery

o Credit Bureau Dispute Resolution (FCRA)

o Fraud Investigation and Prevention

o Chargeback & Transaction Dispute Management

 Conduct new hire training, upskilling, refreshers, and targeted remedial sessions.

 Create scenario-based and simulation-led learning modules for complex case handling.

 Ensure training content reflects current regulatory requirements, network rules, and

policy updates.

2. Regulatory and Compliance Training

 Train agents on FCRA, FDCPA, CFPB, UDAAP, PCI DSS, and card-network

compliance standards.

 Reinforce adherence to timelines, documentation standards, and mandated

processes.

 Conduct compliance readiness assessments and corrective action coaching.

3. Performance Analysis and Capability Development

 Analyze training effectiveness using KPIs: accuracy, QA results, call quality, TAT,

and compliance scores.

 Identify skill gaps through PKTs, calibration sessions, and performance data.

 Recommend improvements to minimize errors in disputes, chargebacks, collections,

and fraud cases.

 Partner with Quality and Operations to improve process capability and reduce

rework.

4. Content Development and Documentation

 Develop SOPs, job aids, workflow guidelines, and knowledge resources.

 Maintain training materials in alignment with policy changes, system enhancements,

and business updates.

 Oversee LMS updates and learning material version control.

5. Stakeholder Collaboration

 Work closely with Operations, Quality, Compliance, Risk, and Process SMEs.

 Provide insights on recurring agent-level challenges and training impact.

 Support new process migrations, pilots, and change management initiatives.

In the final Verdict, also tell a scoring percentage match of the Candidate's profile in percentage terms as per the JD. The color of the percentage should be written in orange

PRE-SCREENING QUESTIONS:

1 . How many years of Trainer experience do you have in BPO?

2. How many years of experience do you have in BFSI LOBs?

3. What is your highest educational attainment?

4. Do you have strong experience in disputes, fraud, chargebacks, or collections, regulatory, and card-network knowledge? Please share your experience briefly.

5. How much is your last drawn salary?

6. How much is your salary expectation? (Please ensure the candidate is aware of the budget)

7. Are you amenable to working onsite in Taguig with a shifting work schedule?

8. This is an urgent position. Are you able to start immediately?

Role

Training Manager

Timings

Rotational Shifts (Contract To Hire)

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.

Yasir Muhammad

Recruiter - Gratitude Inc

NA, nigeria

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