11h ago

Trainer - UK Financial Customer Service (Centris, QC)

Philippines·Quezon CityFull-timemid

OtherCustomer Service

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Quick Summary

Key Responsibilities

Conduct New Hire Training (classroom and remote) for the Collections process, ensuring all trainees are equipped with process, product, and compliance knowledge.

Requirements Summary

2 to 4 years' work experience in US/UK banking operations and training in a call center or shared services environment. Relevant financial account experience should include mortgage,

Technical Tools

OtherCustomer Service

Requirements

~1 min read

2 to 4 years' work experience in US/UK banking operations and training in a call center or shared services environment. Relevant financial account experience should include mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas. Experience solely in insurance or payroll is not eligible.
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

Responsibilities

~2 min read

→Conduct New Hire Training (classroom and remote) for the Collections process, ensuring all trainees are equipped with process, product, and compliance knowledge.
→Manage training batches (typically 1:20 ratio), ensuring effective delivery and engagement.
→Provide feedback and coaching to agents on process, quality, best practices, and support On-the-Job Training (OJT).
→Audit cases for agents using prescribed sheets defined by the client or training team; provide documented feedback on gaps identified.
→Attend weekly calibration calls with client/internal teams as per the calibration roster.
→Conduct training sessions as required within specified timelines.
→Assess trainee performance through tests and practical evaluations.
→Maintain training records, daily reports, and analysis for continuous improvement.
→Motivate associates through effective management, career development, and implementation of reporting mechanisms.
→Process transactions on a weekly or monthly basis as defined by the process to maintain process competency.
→Maintain competency by undergoing TTT certification and staying updated on new products and process changes.
→Perform Training Needs Identification (TNI) based on audit findings and conduct refresher sessions; track performance improvements.
→Maintain track records of performance and analyse data critically.
→Ensure adherence to regulatory and operational objectives, and keep up to date with internal procedural changes and policy updates.
→Participate constructively in case reviews, meetings, and training sessions.
→Communicate key trends and processing difficulties to the Team Leader or relevant manager.