FinTech Customer Service Trainer — Onsite Growth

FPS Innovation Labs; Davao City; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Lucrative compensation program

Medical, dental, and vision benefits

Opportunity for high-potential career

Job summary

Full Potential Solutions (FPS) is hiring a Trainer for FinTech customer service in Davao, Philippines. The role focuses on coaching agents, delivering diverse training, and driving performance improvements onsite.

The trainer will coordinate with Recruitment, People and Culture, and Operations to manage new hire classes and report on outcomes, aiming to enhance efficiency and provide a competitive edge through skill development.

Qualifications

• 2-4 years of related trainer experience in a BPO, preferably with customer service, tech support and sales campaigns.
• Experience handling a fintech campaign is highly preferred.
• Proven working experience in employee development or related areas.
• People-oriented and a team player.
• Adequate knowledge of learning management software and web delivery tools.
• Strong verbal and written communication skills and active listening.
• Ability to handle sensitive matters and apply problem-solving skills.
• Self-motivated, quick learner with a passion for helping people realize their full potential.
• Amenable to work onsite and in shifting schedules.

Responsibilities

• Handle FST, PST, including Nesting classes.
• Conduct coaching sessions with agents to evaluate skills and behavior gaps.
• Work with Recruitment, People and Culture, and Operations Teams to manage new hire classes accordingly.
• Submit reports at the end of classes and endorse agents from each training phase.
• Record observations for each trainee in class for recommendations and endorsements.
• Deliver all types of training related to customer service, sales, and process knowledge.
• Partner with clients in conducting TNA, designing and developing learning content.
• Evaluate training results and identify opportunities.
• Provide operational support by resolving learning gaps affecting performance.
• Work on projects from end-to-end project cycles, starting at project conceptualization to implementation, and revisions.

Skills

BPO trainer

FinTech campaign experience

Employee development

LMS & e-learning tools

Communication skills

Active listening

Team player

Onsite/workshift adaptability

Tools

LMS software

Web delivery tools

Job description

Full Potential Solutions (FPS) is hiring a Trainer for FinTech customer service in Davao, Philippines. The role focuses on coaching agents, delivering diverse training, and driving performance improvements onsite.

The trainer will coordinate with Recruitment, People and Culture, and Operations to manage new hire classes and report on outcomes, aiming to enhance efficiency and provide a competitive edge through skill development.