Trainer - UK Financial Customer Service Centris QC

TASQ Staffing Solutions; Quezon City; Vor Ort; PHP 670.000 - 1.004.000; Vollzeit

Zusammenfassung

TASQ Staffing Solutions is seeking an experienced Training Specialist for onsite role at Centris, QC. The position involves conducting New Hire Training for Collections, managing batches, and coaching agents to achieve process and compliance goals.

The role requires 2–4 years in US/UK banking operations with training experience, plus strong communication and coaching skills. The candidate should be adept at both virtual and face-to-face instruction and work in UK time shifts.

Qualifikationen

• 2 to 4 years work experience in US/UK banking operations and training in a call center or shared services environment.
• Priority UK or US banking, with LOAN ORIGINATION PROCESS experience, especially MOTOR FINANCING.
• Basic understanding of training methodologies applied on virtual and F2F instructor-led classes.
• Excellent communication & feedback/coaching skills.

Aufgaben

• Conduct New Hire Training (classroom and remote) for the Collections process, ensuring 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 on process, quality, best practices, and support OJT.
• Audit cases for agents and provide documented feedback on gaps.
• Attend weekly calibration calls with client/internal teams.
• Conduct training sessions 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 reporting mechanisms.
• Process transactions weekly/monthly as defined by the process to maintain competency.
• Maintain competency by undergoing TTT certification and staying updated on product/process changes.
• TNI based on audit findings and refresher sessions; track performance improvements.
• Maintain track records of performance and analyze data critically.
• Ensure adherence to regulatory and operational objectives and update on policy changes.
• Participate in case reviews, meetings, and training sessions.
• Communicate key trends and processing difficulties to the Team Leader.

Kenntnisse

US/UK banking

Call center training

Shared services

UK banking

Loan origination

Motor financing

Training methodologies

Virtual/instructor-led training

Communication & coaching

Tools

Mortgage

Auto financing

Collections

Fraud

Underwriting

Payouts

Jobbeschreibung

Job Description:

Work Setup: Onsite

Location: Centris, QC

Schedule: Shifting, UK time

Qualifications:

• 2 to 4 years work experience in US/UK banking operations and training in a call center or shared services environment. Relevant financial account experience should include mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas. Experience solely in insurance or payroll is not eligible.
• Priority: UK or US banking, with any experience under the LOAN ORIGINATION PROCESS, especially under MOTOR FINANCING
• Basic understanding of training methodologies applied on virtual and F2F instructor-led classes
• Excellent communication & feedback/coaching Skills

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.

Requirements: