Trainer/Senior Trainer Credit Card Operations (Disputes, Fraud, Chargebacks & Collections)
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.
Key Responsibilities
- Training Design & Delivery
- Develop and deliver end-to-end training programs for:
- Customer Service and Collections & Recovery
- Credit Bureau Dispute Resolution (FCRA)
- Fraud Investigation & Prevention
- 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.
- Regulatory & 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.
- Performance Analysis & 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.
- Content Development & 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.
- 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.
Required Experience & Qualifications
- 35 years of experience in Credit Card Operations, specifically in Disputes, Fraud, Chargebacks, and/or Collections.
- 3+ years of experience as a Trainer, Senior Trainer, or Process SME.
- Strong understanding of credit networks (Visa, Mastercard, Amex) and regulatory frameworks.
