Trainer - UK Financial Customer Service (Centris, QC)

TASQ; Quezon City; On-site; PHP 335,000 - 558,000; Full time

Job summary

TASQ is seeking a trainer to conduct New Hire Training for Collections processes in a Centris, QC onsite setup.

The role emphasizes classroom and remote instruction, with a 1:20 batch ratio, and requires strong coaching, process and compliance knowledge, plus the ability to assess trainee performance and drive continuous improvement.

Qualifications

• 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 experience, especially under the LOAN ORIGINATION PROCESS, MOTOR FINANCING.
• Basic understanding of training methodologies used in virtual and F2F instructor-led classes.
• Excellent communication and coaching/feedback skills.

Responsibilities

• Conduct New Hire Training (classroom and remote) for the Collections process, ensuring trainees have process, product, and compliance knowledge.
• Manage training batches (typically 1:20), ensuring effective delivery and engagement.
• Provide feedback and coaching to agents on process, quality, best practices, and support OJT.
• Audit cases for agents using client/client training sheets; give documented feedback on gaps.
• Attend weekly calibration calls with client/internal teams as per calibration roster.
• Conduct training sessions as required within timelines.
• Assess trainee performance through tests and practical evaluations.
• Maintain training records, daily reports, and analysis for continuous improvement.
• Motivate associates through management and career development; implement reporting mechanisms.
• Process transactions weekly or monthly as defined to maintain competency.
• Maintain competency by undergoing TTT certification and staying updated on products and processes.
• Perform TNI based on audit findings and conduct refresher sessions; track performance improvements.
• Maintain records of performance and analyze data critically.
• Ensure adherence to regulatory and operational objectives; keep up to date with policy changes.
• Participate in case reviews, meetings, and training sessions.
• Communicate key trends and processing difficulties to Team Leader or manager.

Skills

Banking operations

Call center training

Coaching skills

UK banking

Loan origination

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.