Trainer – UK Financial Collections

Gratitude Philippines; Quezon; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Onsite at Eton Centris

Job summary

Gratitude Philippines is seeking an experienced Trainer for UK Financial Collections based in Quezon City. The role focuses on preparing new hires, coaching agents, and delivering instructor-led training both face-to-face and virtually in alignment with UK hours.

The ideal candidate has hands-on UK/International financial collections or banking operations experience, strong coaching and presentation skills, and is comfortable working 100% onsite in Eton Centris, with shifting schedules.

Qualifications

• Bachelor's degree in any field.
• 2–4 years of experience in UK/US collections, banking operations, or BPO training.
• Experience delivering instructor-led training (ILT) in person and virtually.

Responsibilities

• Deliver new-hire and process training for UK financial collections.
• Coach agents and provide actionable feedback to improve performance.
• Develop training materials, activities, assessments, and knowledge checks.
• Maintain training records and monitor metrics to assess effectiveness.

Skills

Training

Coaching

ILT delivery

UK operations

Communication

Education

Bachelor's degree

Tools

PowerPoint

Excel

Job description

Trainer – UK Financial Collections

Location: Quezon City, Philippines

Work Setup: 100% Onsite – Eton Centris, Quezon City

Schedule: Shifting schedule aligned with UK business hours

Employment Level: Mid-Level

Start Date: ASAP

Openings: 3

About the Role

We are looking for an experienced Trainer – UK Financial Collections to join our training and operations team in Quezon City.

The ideal candidate has hands‑on experience in UK or international financial collections, banking operations, and BPO training. You will be responsible for preparing new hires, coaching existing agents, delivering instructor‑led training, monitoring performance, and helping ensure compliance with financial‑services processes and standards.

This is an onsite opportunity for a training professional who understands the UK collections and banking environment and can translate complex processes into practical, engaging learning experiences.

Key Responsibilities

• Deliver new‑hire training and process training for UK financial collections operations.
  
• Facilitate both face‑to‑face and virtual instructor‑led training sessions.
  
• Develop and deliver training materials, activities, assessments, and knowledge checks.
  
• Coach and provide constructive feedback to collections agents to improve performance.
  
• Support nesting, transition, and post‑training activities.
  
• Monitor trainee performance and identify knowledge or skill gaps.
  
• Work closely with Operations and Quality teams to address performance and training needs.
  
• Track training effectiveness and relevant quality, productivity, compliance, and performance metrics.
  
• Reinforce UK collections procedures, banking processes, regulatory requirements, and customer‑handling standards.
  
• Ensure trainees understand applicable policies, procedures, compliance requirements, and collection practices.
  
• Conduct refresher training and targeted coaching when performance gaps are identified.
  
• Maintain accurate training records, reports, and documentation.
  
• Continuously identify opportunities to improve training effectiveness and learner engagement.
  

Required Qualifications

• Bachelor's degree in any relevant field.
  
• 2–4 years of relevant experience in one or more of the following:
  • UK financial collections
    
  • UK banking operations
    
  • US/AU collections
    
  • Financial services
    
  • BPO or shared services operations
    
  • Training and development within a contact center environment
• Previous experience as a BPO Trainer, Collections Trainer, Banking Trainer, Process Trainer, or similar training role is highly preferred.
  
• Strong understanding of UK collections processes, regulations, collection stages/bucket flows, and financial‑services operations.
  
• Experience delivering instructor‑led training (ILT) in both face‑to‑face and virtual environments.
  
• Strong coaching, facilitation, presentation, and communication skills.
  
• Ability to provide clear, constructive, and actionable feedback.
  
• Proficiency in Microsoft Office, particularly PowerPoint, Word, and Excel.
  
• Strong organizational and documentation skills.
  
• Ability to work effectively with Operations, Quality, and other support teams.
  
• Willingness to work 100% onsite in Quezon City.
  
• Willingness to work shifting schedules aligned with UK hours.
  

Preferred Experience

Candidates with experience in the following areas are encouraged to apply:

• UK banking
  
• UK credit cards
  
• UK financial services
  
• UK debt collections
  
• Consumer collections
  
• Early‑stage or late‑stage collections
  
• Banking BPO operations
  
• Collections quality assurance
  
• Collections coaching
  
• BPO learning and development
  
• New‑hire training
  
• Process training
  
• Nesting and transition support
  
• Compliance training
  

What Success Looks Like

In this role, you will help ensure that new and existing collections agents are equipped with the knowledge, skills, compliance awareness, and customer‑handing capabilities required to perform successfully in a UK financial collections environment.

Your success will be measured through improvements in:

• Training completion and certification
  
• Knowledge assessment results
  
• Quality scores
  
• Collections performance
  
• Compliance adherence
  
• Agent readiness
  
• Training effectiveness
  
• Post‑training performance
  

Work Arrangement

• 100% onsite
  
• Eton Centris, Quezon City
  
• Shifting schedules
  
• UK business‑hour alignment
  
• ASAP start
  

Important Hiring Requirements

• Candidates should demonstrate stable employment history and relevant career progression.
  
• Candidates must be available to work onsite in Quezon City.
  

Recruitment Process

1. Initial HR Interview
   
2. SVAR Assessment
   
3. L2 Interview – Microsoft Teams
   
4. L3 Interview – Microsoft Teams
   

Pre‑Screening Questions

Please provide the following information when applying:

1. How many years of experience do you have in UK/US collections, banking operations, and/or BPO training?
   
2. How many years of experience do you have specifically as a Trainer, Process Trainer, Collections Trainer, or Banking Trainer?
   
3. Do you have experience training employees in a UK financial collections or banking account?
   
4. What type of collections or banking processes have you trained?
   
5. Do you have experience delivering both face‑to‑face and virtual instructor‑led training?
   
6. Do you have experience with UK banking, financial services, collections regulations, or collections bucket flows?
   
7. What quality, productivity, compliance, or training metrics have you managed or monitored?
   
8. What is your current or most recent salary?
   
9. What are your salary expectations?
   
10. Are you willing to work 100% onsite at Eton Centris, Quezon City, on a shifting schedule aligned with UK hours?
    
11. What is your earliest available start date?