Card Services Product Trainer - Financial Services |

Card Services Product Trainer – Financial Services | BPO

Location: Alabang, Muntinlupa, Philippines

Job Overview

We are hiring an experienced Card Services Product Trainer to support a Financial Services / Commercial Card Services BPO program in Alabang, Muntinlupa.

The Product Trainer will be responsible for delivering new hire training, upskilling, cross-skilling, refresher training, product updates, nesting support, and floor coaching for frontline customer service teams supporting commercial card services.

The ideal candidate has strong BPO training experience within Card Services or Financial Services , excellent facilitation skills, and the ability to translate complex financial products, processes, systems, and compliance requirements into practical learning experiences.

Key Responsibilities

Training & Facilitation

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• Deliver New Hire Training (NHT) covering financial services, commercial card products, processes, systems, and customer servicing.
  
• Conduct upskilling, cross-skilling, refresher, and product update training for existing employees.
  
• Facilitate classroom, virtual, simulation, and scenario-based learning sessions.
  
• Explain complex financial and commercial card processes in a clear and engaging manner.
  
• Conduct knowledge checks, assessments, role plays, simulations, and certification activities.
  

Training Content & Development

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• Develop and update training materials, presentations, job aids, SOPs, knowledge checks, and mock scenarios.
  
• Partner with SMEs, Operations, Quality, and Instructional Design teams to ensure training content remains accurate and relevant.
  
• Apply adult learning principles and different learning techniques to improve knowledge retention.
  

Nesting & Floor Support

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• Manage the nesting / hypercare period following classroom training.
  
• Provide real-time floor support and assist agents with product, process, and system-related questions.
  
• Conduct side-by-side coaching, transaction reviews, call observations, and targeted coaching.
  
• Identify knowledge gaps and recommend appropriate coaching or retraining interventions.
  

Performance & Training Analytics

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• Monitor post-training performance using KPIs such as:
  • First Time Right (FTR)
    
  • Quality Scores
    
  • Customer Satisfaction (CSAT)
    
  • Average Handle Time (AHT)
    
  • Batch Throughput
    
  • Early Attrition
    
  • Knowledge Assessment Scores
• Conduct Training Needs Analysis (TNA/TNI) based on quality results, operational performance, error trends, and knowledge gaps.
  
• Provide training performance reports and recommendations to Operations and Training leadership.
  

Compliance & Documentation

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• Maintain accurate training records, attendance, assessments, certification results, and training documentation.
  
• Ensure training activities align with client requirements, financial services policies, compliance standards, and operational procedures.
  
• Support audit and governance requirements.
  

Qualifications

Required Experience

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• 3–5+ years of total BPO experience.
  
• Minimum 2 years of experience as a BPO Trainer/Product Trainer supporting Card Services.
  
• Experience must specifically involve Card Services / Commercial Card Services / Financial Services .
  
• Candidates whose training experience is primarily in Collections, Insurance, or Fraud will not be considered for this role.
  
• Experience handling or training teams supporting commercial cards, corporate cards, credit cards, debit cards, card servicing, or related financial products is highly preferred.
  

Education

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• Bachelor's degree in Business Administration, Finance, Education, Communications, or a related field preferred.
  

Technical Skills

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• Experience navigating financial, banking, card servicing, CRM, or proprietary customer service platforms.
  
• Familiarity with platforms such as Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS , or similar systems is an advantage.
  
• Experience using Learning Management Systems (LMS) and e-learning tools is preferred.
  
• Strong proficiency in Microsoft Office / Google Workspace , particularly PowerPoint/Google Slides and Excel/Google Sheets.
  

Core Competencies

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• Strong knowledge of financial services and commercial card products
  
• Excellent training facilitation and presentation skills
  
• Strong verbal and written communication
  
• Ability to simplify complex financial concepts and workflows
  
• Strong coaching and mentoring skills
  
• Data-driven approach to training and performance improvement
  
• Strong analytical and problem-solving abilities
  
• Excellent classroom management skills
  
• Ability to work effectively with Operations, Quality, SMEs, and Training teams
  
• Willingness to work night shifts, rotational shifts, and changing schedules
  

Ideal Candidate Profile

This opportunity is ideal for professionals with backgrounds such as:

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• Card Services Product Trainer
  
• Financial Services Trainer
  
• Commercial Card Trainer
  
• Banking Product Trainer
  
• BPO Trainer – Financial Account
  
• Card Services SME / Subject Matter Expert
  
• Financial Services SME with Training Experience
  
• Customer Service Trainer – Banking/Card Services
  
• Learning & Development Trainer – Financial Services
  

Experience with commercial cards, corporate cards, card servicing, banking operations, or financial customer service is highly relevant.

Pre-Screening Questions

Please provide the following information:

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1. Highest Educational Attainment:
   
2. Total BPO Experience:
   
3. Total Trainer Experience:
   
4. Years of Card Services Training Experience:
   
5. Card Services / Financial Account Supported:
   
6. Have you trained Card Services in a BPO environment? Yes / No
   
7. Do you have experience in Commercial/Corporate Card Services? Yes / No
   
8. Last Drawn Salary:
   
9. Expected Salary:
   
10. Current Location:
    
11. Are you willing to work onsite in Alabang, Muntinlupa? Yes / No
    
12. Are you willing to work night/rotational shifts? Yes / No
    

Important: This is an onsite role in Alabang, Muntinlupa and requires flexibility for shifting/night schedules.