Card Services Product Trainer

Hammerjack Pty Ltd; Muntinlupa; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Hammerjack Pty Ltd seeks a Card Services Product Trainer to design, deliver, and evaluate comprehensive training for new hires and frontline teams. You will ensure agents master product knowledge, compliance guidelines, and system workflows to meet client SLAs.

Requirements include 3–5 years in a BPO, 2+ years as a Product Trainer in Financial/Commercial Card Services, and a related degree. Site in Alabang with an Aug 31, 2026 start date; strong LMS and product tooling skills are essential.

Qualifications

• Minimum 3–5 years in a BPO environment.
• At least 2 years as a Product Trainer in Financial/Commercial Card Services.
• Bachelor’s degree in a related field.

Responsibilities

• Design, deliver, and evaluate end-to-end training programs for new hires and frontline teams.
• Onboard and refresh knowledge on products, policies, and system workflows.
• Provide nesting floor support, coaching, audits, and on-the-floor guidance.
• Maintain training docs, attendance, scores, and compliance records.

Skills

Domain Expertise

Facilitation & Public Speaking

Analytical Ability

Flexibility

Education

Bachelor's degree in Business Administration, Finance, Education, Communications

Tools

Salesforce Financial Services Cloud

LMS

Articulate 360

Camtasia

MS Office / Google Workspace

Job description

We Need YOU

The Card Services Product Trainer is responsible for designing, delivering, and evaluating end-to-end training programs for new hires and existing frontline operations teams

This role ensures that agents master commercial card services products, compliance guidelines, system navigation, and operational workflows to achieve peak performance, high accuracy, and strict adherence to client SLAs.

Key Responsibilities

1. Training Design & Facilitation

• New Hire Onboarding (NHT): Facilitate new-hire training classes covering domain basics, product architecture, system workflows, and line-of-business (LOB) knowledge.
• Up-skilling & Cross-skilling: Conduct refresher courses, product updates, and specialized training for tenured agents to adapt to new regulatory changes, software updates, or client policies.
• Content Development: Collaborate with Instructional Designers and Subject Matter Experts (SMEs) to develop modular training kits, SOP job aids, mock scenarios, and assessments using adult learning principles.

2. Nesting & Floor Support

• Manage the Nesting / Hypercare phase after classroom training, providing real-time floor support, handling escalated queries, and bridging the gap between theory and live operations.
• Conduct side-by-side coaching, call/transaction audits, and floor observations to address knowledge gaps early.

3. Compliance & Governance

• Maintain training documentation, attendance logs, assessment scores, and compliance certification records for audit readiness

4. Metrics & Performance Tracking

• Measure training impact across key performance indicators (KPIs) such as Batch Throughput %, First Time Right (FTR), 0-30 Day Attrition, Average Handling Time (AHT), Quality Scores, and CSAT.
• Perform Training Needs Analysis (TNA/TNI) driven by operational quality dashboards and error trend reports.

Qualifications & Skill Requirements

Work Experience

• Total Experience: Minimum 3-5 years in a BPO environment.
• Domain Specifics: At least 2 years in a Product Trainer supporting Financial/Commercial Card Services

Education

• Bachelor's degree in Business Administration, Finance, Education, Communications, or any technical & System Skills

Technical & System Skills

• High proficiency in navigating core banking/financial platforms (e.g., Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or proprietary servicing platforms).
• Hands-on experience with Learning Management Systems (LMS) and e-learning authoring tools (e.g., Articulate 360, Camtasia) lated field.
• Advanced command of MS Office / Google Workspace (especially PowerPoint/Slides and Excel/Sheets for tracking metrics).

Core Competencies & Soft Skills

• Domain Expertise: Strong grasp of financial terminology and commercial card services scope
• Facilitation & Public Speaking: Exceptional verbal and written communication skills; ability to simplify complex financial workflows for diverse learning styles.
• Analytical Ability: Data-driven mindset to analyze post-training performance metrics and identify root causes for bottom-quartile agents.
• Flexibility: Willingness to work in shifting schedules (night shift / rotational shifts)

Additional details:

Site is in Alabang

New Program

Successful Talents would need to start as early as Aug 31, 2026