Collections Trainer | QUEZON CITY ONSITE

Wipro Philippines Inc.; Quezon City; On-site; PHP 670,000 - 837,000; Full time

Job summary

Wipro Philippines Inc. seeks a Collections Trainer for the Financial Banking Campaign to deliver new hire training in classroom and remote settings on a mid-shift, onsite basis.

You will manage trainee batches, provide coaching, audit performance, and drive continuous improvement with weekly calibration calls and timely sessions. The role requires a college degree, experience in UK Banking collections in a BPO, and strong communication and MS Office skills.

Qualifications

• College graduate with a Bachelor's degree.
• Experience handling UK Banking/other vertical Collections campaign in a BPO/Call Center environment preferred.
• Collections experience in motor finance is a plus.
• Knowledge of training methodologies (virtual and F2F instructor-led).
• Excellent communication, feedback and coaching skills.
• Proficient in MS Office applications (PowerPoint, Excel).
• Willingness to work in shifts.

Responsibilities

• Conduct New Hire Training (classroom and remote) for Collections, ensuring trainees gain process, product, and compliance knowledge.
• Manage training batches (typical 1:20 ratio) for effective delivery and engagement.
• Provide feedback and coaching to agents on process, quality, and best practices; support OJT.
• Audit cases for agents using client/training sheets; provide documented feedback on gaps.
• Attend weekly calibration calls with client/internal teams per calibration roster.
• Conduct training sessions within defined 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 reporting mechanisms.
• Process transactions weekly or monthly as defined to maintain process competency.
• Maintain competency via TTT certification and stay updated on products/process changes.
• Perform Training Needs Identification (TNI) based on audits and conduct refresher sessions; track improvements.
• Maintain track records of performance and analyze data.
• Ensure adherence to regulatory and operational objectives; stay updated on internal changes.
• Participate in case reviews, meetings, and training sessions; communicate trends and processing difficulties to Team Leader.

Skills

Training delivery

Coaching

Communication

Microsoft Office

Training needs identification

Audit & analysis

Time management

Willingness to work shifts

Education

Bachelor's degree

Tools

PowerPoint

Excel

Job description

COLLECTIONS TRAINER - Financial Banking Campaign

Mid-Shift / Work Onsite

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.
• 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.

Qualifications

• College Graduate (Bachelor's degree)
• with relevant experience handling UK Banking / other vertical Collections campaign in a BPO/Call Center environment.
• Preferred with collections experience in motor finance experience.

• Basic Understanding of Training methodologies virtual and F2F instructor led etc.
• Excellent Communication & feedback/ coaching Skills
• Proficient at MS office Applications like PowerPoint, Excel etc.
• Willingness to work in shifts