Senior Trainer - Mortgage & Property Collections

Wipro; Quezon City; Hybrid; PHP 391,000 - 580,000; Full time

Job summary

Wipro in the Philippines invites a qualified Trainer to deliver New Hire Training for the Collections process, classroom and remote. You will manage batches (1:20), coach agents, and audit cases to ensure compliance and quality.

The role requires at least a High School or Senior High School diploma and 3 years of training experience, with exposure to UK/US/AU banking or financial accounts handling mortgage loans. Shift work is expected.

Qualifications

• At least High School or Senior High School graduate.
• 3 years of experience as a Trainer.
• Exposure to UK/US/AU banking or financial accounthandling mortgage/property loans.

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.

Skills

Training

Communication

MS Office

Shift work

Oral & Written Communication

Education

High School graduate(old curriculum)

Senior High School graduate(new curriculum)

Job description

Wipro in the Philippines invites a qualified Trainer to deliver New Hire Training for the Collections process, classroom and remote. You will manage batches (1:20), coach agents, and audit cases to ensure compliance and quality.

The role requires at least a High School or Senior High School diploma and 3 years of training experience, with exposure to UK/US/AU banking or financial accounts handling mortgage loans. Shift work is expected.