Card Services Product Trainer – Financial / Commercial Cards

Location: Alabang, Muntinlupa, Philippines

Work Setup: Onsite

Shift: Shifting / Night / Rotational Shifts

Hiring: 5 positions

Job Overview

We are hiring Card Services Product Trainers with hands-on experience in financial or commercial card services within a BPO/call center environment.

The Product Trainer will design and deliver training programs for new hires and tenured frontline teams, ensuring employees develop strong knowledge of commercial card products, financial services processes, systems, compliance requirements, and operational workflows.

This is a highly specialized training role. Candidates must have at least 2 years of Product Trainer experience supporting Card Services in a BPO environment.

Important: Trainer experience in Collections, Insurance, or Fraud alone does not meet the Card Services requirement.

Key Responsibilities

Training & Facilitation

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• Deliver New Hire Training (NHT) covering financial/card services fundamentals, product knowledge, systems, processes, and LOB requirements.
  
• Conduct refresher, upskilling, cross-skilling, and product update training for tenured employees.
  
• Explain complex financial and commercial card processes in a clear and engaging manner.
  
• Develop training materials, job aids, assessments, mock scenarios, and learning activities using adult-learning principles.
  
• Partner with Instructional Designers, SMEs, Operations, and Quality teams to maintain accurate training content.
  

Nesting & Floor Support

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• Lead the nesting/hypercare phase following classroom training.
  
• Provide real-time floor support and resolve agent product/process questions.
  
• Conduct side-by-side coaching, floor observations, transaction reviews, and targeted interventions.
  
• Identify knowledge gaps and recommend corrective training.
  

Compliance & Documentation

• Ensure training content aligns with client policies, financial services requirements, and compliance standards.
  
• Maintain attendance records, assessment results, training documentation, and certification records.
  
• Ensure training records remain accurate and audit-ready.
  

Performance & Training Analytics

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• Track training and post-training performance using metrics such as:
  
  
  • First Time Right (FTR)
    
  • Quality Scores
    
  • Average Handling Time (AHT)
    
  • CSAT
    
  • Batch Throughput
    
  • Early Attrition
  
  
• Conduct Training Needs Analysis (TNA/TNI) using quality reports, error trends, and operational performance data.
  
• Identify root causes of performance gaps and create targeted learning interventions.
  

Required Qualifications

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• Bachelor's degree in Business Administration, Finance, Education, Communications, or a related field.
  
• 3–5+ years of total BPO/call center experience.
  
• At least 2 years of Product Trainer experience in Card Services within a BPO environment.
  
• At least 2 years of training experience supporting Financial Services, Commercial Cards, or Card Services.
  
• Strong understanding of financial terminology, card products, commercial card services, and customer servicing processes.
  
• Excellent facilitation, presentation, coaching, and communication skills.
  
• Strong analytical ability and experience using training/performance data to identify knowledge gaps.
  
• Willingness to work night, rotational, and shifting schedules.
  

Technical Skills

Experience with financial/card servicing platforms such as:

Salesforce Financial Services Cloud | Fiserv | FIS | Finacle | TSYS | Proprietary Card/Banking Platforms

Experience with Learning Management Systems (LMS) and e-learning/training tools such as Articulate 360, Camtasia, or similar platforms is preferred.

Strong proficiency in Microsoft Office / Google Workspace, particularly PowerPoint/Google Slides and Excel/Google Sheets.

Ideal Candidate Profile

We are particularly interested in candidates who have worked as:

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• Card Services Product Trainer
  
• Financial Services Product Trainer
  
• Commercial Card Trainer
  
• Banking Product Trainer
  
• Card Operations Trainer
  
• Financial BPO Trainer
  
• Card Services Trainer
  
• Credit Card Product Trainer
  
• Commercial Card Services Trainer
  
• Technical/Product Trainer – Financial Services
  

Important Experience Requirement

QUALIFYING EXPERIENCE:

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• Card Services Product Training
  
• Commercial Card Services Training
  
• Financial Card Services Training
  
• Banking/Card Product Training
  
• BPO Card Operations Training
  

NOT SUFFICIENT ON ITS OWN:

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• Collections Training
  
• Insurance Training
  
• Fraud Training
  
• General Customer Service Training
  
• General BPO Training without Card Services experience
  

Search Keywords

Card Services Product Trainer | Product Trainer | Financial Services Trainer | Commercial Card Trainer | Banking Trainer | Credit Card Trainer | Card Operations Trainer | Financial BPO Trainer | Card Services | Commercial Cards | Financial Services | Banking Operations | BPO Trainer | Product Training | New Hire Training | NHT | Nesting | Hypercare | LMS | Articulate 360 | Camtasia | TSYS | Fiserv | FIS | Finacle | Salesforce Financial Services Cloud

Pre-Screening Questions

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1. What is your highest educational attainment?
   
2. How many years of total BPO/call center experience do you have?
   
3. How many years of Trainer experience do you have?
   
4. How many years of Card Services Product Training experience do you have?
   
5. Have you trained Financial/Commercial Card Services in a BPO environment?
   
6. Which card/financial products have you trained?
   
7. Which financial or card servicing platforms have you used?
   
8. Which LMS/e-learning tools have you worked with?
   
9. Do you have Trainer experience specifically in Collections, Insurance, or Fraud only? If yes, please specify.
   
10. Are you willing to work onsite in Alabang, Muntinlupa?
    
11. Are you comfortable with night and rotational shifts?
    
12. What is your current/last drawn salary?
    
13. What is your expected salary?
    
14. What is your earliest available start date?