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 Trainer / Senior Trainer is expected to demonstrate strong domain expertise,

excellent facilitation skills, and the ability to translate process requirements into

practical, learner-centered training experiences.

CRITICAL REQUIREMENTS:                                                                         

● Bachelor’s degree or equivalent experience is required

● At least 2 years of relevant experience as a Trainer in a BPO setting

● 3–5 yrs in disputes, fraud, chargebacks, or collections with strong regulatory and card-network knowledge.

● Ability to create and deliver end-to-end training, simulations, job aids, and compliance-aligned learning modules

● Skilled in analyzing KPIs, identifying gaps, coaching teams, and ensuring strict adherence to FCRA, FDCPA, PCI-DSS.

● Strong analytical judgment in fraud/dispute/collections scenarios

● High accuracy and attention to detail

● Exceptional communication and facilitation skills

● Ability to manage diverse and complex training requirements

● Ethical judgment and regulatory discipline

● Adaptability in a fast-paced credit operations environment

● Willing to work on-site and shift schedule in Taguig

● Should not be currently or formerly employed with FirstSource

● No active application with the client

Key Responsibilities:

1. Training Design and Delivery:
   
   · Develop and deliver end-to-end training programs for:
   
   o Customer Service and Collections and Recovery
   
   o Credit Bureau Dispute Resolution (FCRA)
   
   o Fraud Investigation and Prevention
   
   o Chargeback & Transaction Dispute Management
   
   · Conduct new hire training, upskilling, refreshers, and targeted remedial sessions.
   
   · Create scenario-based and simulation-led learning modules for complex case handling.
   
   · Ensure training content reflects current regulatory requirements, network rules, and
   
   policy updates.

1. Regulatory and Compliance Training
   
   · Train agents on FCRA, FDCPA, CFPB, UDAAP, PCI DSS, and card-network
   
   compliance standards.
   
   · Reinforce adherence to timelines, documentation standards, and mandated
   
   processes.
   
   · Conduct compliance readiness assessments and corrective action coaching.

1. Performance Analysis and Capability Development
   
   · Analyze training effectiveness using KPIs: accuracy, QA results, call quality, TAT,
   
   and compliance scores.
   
   · Identify skill gaps through PKTs, calibration sessions, and performance data.
   
   · Recommend improvements to minimize errors in disputes, chargebacks, collections,
   
   and fraud cases.
   
   · Partner with Quality and Operations to improve process capability and reduce
   
   rework.

1. Content Development and Documentation
   
   · Develop SOPs, job aids, workflow guidelines, and knowledge resources.
   
   · Maintain training materials in alignment with policy changes, system enhancements,
   
   and business updates.
   
   · Oversee LMS updates and learning material version control.

1. Stakeholder Collaboration
   
   · Work closely with Operations, Quality, Compliance, Risk, and Process SMEs.
   
   · Provide insights on recurring agent-level challenges and training impact.
   
   · Support new process migrations, pilots, and change management initiatives.