Trainer - UK Financial Customer Service (Centris, QC)

Tasq Work; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Tasq Work is seeking an experienced Training Specialist to join our onsite center in Centris, QC, working UK time in a shifting schedule. The role focuses on new hire training for collections processes across US/UK banking operations, ensuring trainees gain process, product, and compliance knowledge.

You will manage training batches, deliver engaging sessions (virtual and F2F), provide feedback, assess performance, and maintain records.

Qualifications

• 2–4 years in US/UK banking ops and training in a call center or SSC.
• Experience in mortgage, auto financing, collections, fraud, underwriting, payouts.
• Priority: UK/US banking; LOAN ORIGINATION, especially motor financing.
• Understanding of training methods for virtual and F2F instructor-led classes.
• Excellent communication and coaching skills.

Responsibilities

• Conduct New Hire Training (classroom and remote) for the Collections process with compliance knowledge.
• Manage training batches (typical 1:20) with engaging delivery.
• Provide feedback and coaching on process, quality, best practices; support OJT.
• Audit cases using client sheets; provide documented feedback on gaps.
• Attend weekly calibration calls with client/internal teams.
• Conduct training sessions within timelines.
• Assess trainee performance via tests and practical evaluations.
• Maintain training records, daily reports, and analysis for improvement.
• Motivate associates through management, career development, and reporting.
• Process transactions weekly or monthly to maintain competency.
• Maintain competency via TTT certification and stay updated on new products.
• Identify training needs (TNI) from audits and conduct refreshers; track improvements.
• Maintain performance records and analyze data.
• Ensure regulatory and operational objectives; stay updated on policy changes.
• Participate in case reviews, meetings, and training sessions.
• Communicate key trends and processing difficulties to Team Leader.

Skills

Banking operations experience

Call center training

Communication skills

Coaching / feedback

Tools

TTT Certification

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.