Role Overview

The Trainer / Senior Trainer – Credit Card Operations is responsible for designing, delivering, and evaluating high-impact training programs across Customer Service, Collections, Credit Bureau Disputes, Fraud Investigation, and Chargeback Management.

This role ensures that frontline agents and specialists are equipped with the regulatory knowledge, technical expertise, and decision-making capabilities required to manage complex credit card customer scenarios. The role requires strong domain expertise, excellent facilitation skills, and the ability to translate process and regulatory requirements into practical, learner-centered training solutions.

Key Details

• Line of Business: Banking, Financial Services, and Insurance (BFSI)
• Account: Financial / Credit Card Operations
• Work Setup: On-site
• Location: Taguig
• Work Schedule: Shifting
• Salary Range: 33,000 – 38,000 basic + 2,000 allowance
• Target Start Date: Immediate / ASAP
• Headcount: 1

Critical Requirements

• Bachelor’s degree or equivalent relevant experience
• Minimum of 2 years’ experience as a Trainer in a BPO environment
• 3–5 years’ hands-on experience in one or more of the following:
  • Disputes
  • Fraud
  • Chargebacks
  • Collections
• Strong knowledge of regulatory requirements and card-network rules
• Proven ability to design and deliver end-to-end training programs, simulations, job aids, and compliance-aligned learning modules
• Skilled in KPI analysis, gap identification, coaching, and performance improvement
• Strong working knowledge of:
  • FCRA
  • FDCPA
  • PCI-DSS
• Excellent communication, facilitation, and presentation skills
• High level of accuracy, attention to detail, and ethical judgment
• Ability to manage diverse and complex training requirements
• Adaptability in a fast-paced credit operations environment
• Willingness to work onsite in Taguig on a shifting schedule

Key Responsibilities

1. Training Design and Delivery

• Develop and deliver end-to-end training programs for:
  • Customer Service
  • Collections and Recovery
  • Credit Bureau Dispute Resolution (FCRA)
  • Fraud Investigation and Prevention
  • Chargeback and Transaction Dispute Management
• Conduct new-hire training, upskilling sessions, refresher courses, and targeted remedial training
• Create scenario-based and simulation-driven learning modules for complex case handling
• Ensure training materials reflect current regulatory requirements, network rules, and policy updates

2. Regulatory and Compliance Training

• Train agents on:
  • FCRA
  • FDCPA
  • CFPB
  • UDAAP
  • PCI-DSS
  • Card-network compliance standards
• Reinforce adherence to regulatory timelines, documentation standards, and mandated processes
• Conduct compliance readiness assessments and provide corrective coaching as needed

Pre-Screening Questions

1. How many years of experience do you have as a Trainer in the BPO industry?
2. How many years of experience do you have handling BFSI lines of business?
3. What is your highest educational attainment?
4. Do you have experience in disputes, fraud, chargebacks, collections, regulatory compliance, and card-network knowledge? Please describe briefly.
5. What is your most recent (last drawn) salary?
6. What is your salary expectation? (Please ensure awareness of the approved budget.)
7. Are you amenable to working onsite in Taguig with a shifting schedule?
8. This is an urgent requirement. When can you start?