Line of Business: Banking, Financial Services, and Insurance (BFSI) Location: On-site in Taguig Work Schedule: Shifting schedule Headcount: 1 Target Start Date: Immediate / ASAP

We are looking for an experienced Trainer/Senior Trainer with deep expertise in Credit Card Operations to design, deliver, and evaluate high-impact training programs. This role will focus on equipping frontline agents and specialists in Customer Service, Collections, Credit Bureau Disputes, Fraud Investigation, and Chargeback Management with the necessary regulatory knowledge, technical skills, and decision-making abilities to handle complex scenarios effectively.

Critical Requirements:

• Bachelor’s degree or equivalent experience (undergraduates welcome to apply)


• At least 2 years of experience as a Trainer in a BPO environment


• 3–5 years of operations experience in disputes, fraud, chargebacks, or collections with strong knowledge of regulations and card-network rules


• Proven ability to create and deliver end-to-end training, simulations, job aids, and compliance-aligned modules


• Skilled in KPI analysis, gap identification, team coaching, and ensuring adherence to FCRA, FDCPA, PCI-DSS, CFPB, and UDAAP


• Strong analytical judgment in fraud, dispute, and collections scenarios


• Exceptional communication, facilitation, and stakeholder management skills


• High accuracy, attention to detail, and ethical judgment


• Adaptability in a fast-paced environment


• Willing to work on-site in Taguig with a shifting schedule

Key Responsibilities:

• Develop and deliver training programs for Customer Service, Collections, Credit Bureau Disputes (FCRA), Fraud Investigation, and Chargeback Management


• Conduct new hire onboarding, upskilling, refreshers, and remedial sessions using scenario-based and simulation-led approaches


• Ensure all training reflects current regulatory, network, and policy requirements


• Analyze performance KPIs, identify skill gaps, and partner with Quality & Operations to drive improvements


• Create and maintain SOPs, job aids, workflows, and LMS content


• Collaborate with Operations, Quality, Compliance, and Risk teams on process migrations and change initiatives

7 Key Screening Questions:

1. How many years of experience do you have as a Trainer in a BPO setting?


2. How many years of operations experience do you have in credit card disputes, fraud, chargebacks, or collections?


3. Do you have strong knowledge of credit card regulations (e.g., FCRA, FDCPA, PCI-DSS) and card-network rules?


4. Do you have a Bachelor’s degree or higher (or equivalent experience)?


5. Have you created and delivered end-to-end training programs, including simulations and job aids?


6. Are you willing to work on-site in Taguig with a shifting schedule?


7. Are you available to start immediately or within 2 weeks?