BPO Trainer | Collections

Private Advertiser; Quezon City; On-site; PHP 400,000 - 600,000; Full time

Job summary

Private Advertiser is seeking an experienced Training Specialist to lead new hire programs for US/UK banking operations in a call center environment in the Philippines. You will deliver classroom and remote sessions for the Collections process and ensure trainees gain process, product, and compliance knowledge.

You will manage batches, coach agents, audit cases, participate in calibration calls, and maintain training records to drive continuous improvement.

Qualifications

• 2-4 years' work experience in US/UK banking operations and training in a call center or shared services environment.
• Experience in mortgage, auto 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.

Responsibilities

• 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.
• Process transactions on a weekly or monthly basis as defined by the process to maintain process competency.
• Communicate key trends and processing difficulties to the Team Leader or relevant manager.

Skills

Training delivery

Coaching

Process documentation

Job description

Roles and Responsibilities

• 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.

• Process transactions on a weekly or monthly basis as defined by the process to maintain process competency.

• Communicate key trends and processing difficulties to the Team Leader or relevant manager.

Qualifications:

• 2-4 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