senior trainer credit card operations

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

Target start date: Immediately/Asap

Headcount: 1

Job Summary:

The Trainer / Senior Trainer Credit Card Operations is responsible for designing,

delivering, and evaluating high-impact training programs across Customer Service,

Collections, Credit Bureau Disputes, Fraud Investigation, and Chargeback

Management.

This role ensures that frontline agents and specialists are equipped with the regulatory

knowledge, technical expertise, and decision-making capabilities required to manage

complex credit card customer scenarios.

The Trainer / Senior Trainer is expected to demonstrate strong domain expertise,

excellent facilitation skills, and the ability to translate process requirements into

practical, learner-centered training experiences.

CRITICAL REQUIREMENTS:

Bachelor's degree or equivalent experience is required

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

35 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