Trainer

Fairdebt Solutions; Bengaluru; On-site; INR 400,000 - 520,000; Full time

Job summary

Fairdebt Solutions in Bengaluru is seeking a Training Lead to design and deliver programs for collections, emphasizing soft skills, RBI compliance, and performance improvement.

You will coach agents on call handling, negotiation, QA, and process discipline, partnering with Ops, HR, and clients to drive quality and First Call Resolution.

Responsibilities

• Training design and delivery for collections training programs, focusing on soft skills like communication, negotiation and problem-solving.
• RBI Compliance & Regulatory Knowledge: thorough knowledge of RBI Fair Practices Code, customer communication Do’s & Don’ts, call timing rules, language restrictions, harassment prevention, and audit readiness.
• Escalation & Risk Awareness: understanding of client escalations vs internal feedback and training agents to prevent compliance and reputational risks.
• Communication & Language Control: neutral English, mandatory Hindi, effective tone control (empathy + firmness), and ability to correct agents live without demotivating them.
• Agent Skill Transformation Ability: ability to convert average/poor agents into performers through structured training, not just theory delivery.
• Call Handling & FCR Training Expertise: train end-to-end call flow (Opening Probe Pitch Close), payment commitments, refusal handling, delays, false promises, aggressive customers, and First Call Resolution mindset.
• Negotiation & Objection Handling Skills: live role-plays, settlement/EMI/PTP explanations, discount logic (where permitted), handling legal fears and excuses.
• Quality & Audit Orientation: QA mindset, identifying critical vs non-critical errors, audit parameters, root-cause analysis from QA feedback, documentation discipline.
• Documentation & Process Discipline: maintaining training trackers, attendance, certifications, and client SOP acknowledgements.
• Stakeholder Management Capability: align with Ops realities, retrain based on Ops feedback, manage QA/HR/Client expectations professionally.
• Professional Maturity & Behavioral Standards: zero tolerance for gossip etc, maintain trainer–agent boundaries, ownership and basic tech readiness (Google Sheets/Excel, MIS, dashboards; LMS exposure preferred).

Job description

Roles and Responsibilities

• Design and deliver training programs for collections process, focusing on soft skills such as communication, negotiation, and problem-solving.
  

.RBI Compliance & Regulatory Knowledge Thorough knowledge of RBI Fair Practices Code, customer communication Do’s & Don’ts, call timing rules, language restrictions, harassment prevention, and audit readiness.

.Escalation & Risk Awareness Clear understanding of what triggers client escalations vs internal feedback, and ability to train agents to prevent compliance and reputational risks.

.Communication & Language Control Clear neutral English, strong mandatory Hindi, effective tone control (empathy + firmness), and ability to correct agents live without demotivation. Regional language proficiency is an added advantage.

.Agent Skill Transformation Ability Capability to convert average/poor agents into performers through structured training, not just theory delivery.

.Call Handling & FCR Training Expertise Ability to train end-to-end call flow (Opening Probe Pitch Close), payment commitment techniques, refusal handling, delay tactics, false promises, aggressive customers, and First Call Resolution mindset.

.Negotiation & Objection Handling Skills Proficiency in live role-plays, settlement/EMI/PTP explanations, discount logic (where permitted), and confidently handling legal fear and customer excuses.

.Quality & Audit Orientation Strong QA mindset with understanding of critical vs non-critical errors, fatal compliance breaches, audit parameter linkage to training gaps, and root cause analysis from QA feedback. .Documentation & Process Discipline Strict adherence to maintaining training trackers, attendance records, DRA/process certifications, and client-specific SOP acknowledgements.

Stakeholder Management Capability Ability to align with Ops realities, avoid over-theorizing, retrain based on Ops feedback, and manage expectations of QA, HR, and Clients professionally.

.Professional Maturity & Behavioral Standards Zero tolerance for gossip, favoritism, casual behavior with agents, poor leave discipline, or resistance to QA feedback; maintains clear trainer–agent boundaries. .Ownership, Accountability & Tech Readiness Owns batch outcomes, accepts failures, works under escalation pressure, and demonstrates basic tech skills (Google Sheets/Excel, MIS, audit sheets, dashboards; LMS exposure preferred).