Collections (Retail/B2C) Process Trainer

Job Description

The Collection Trainer designs, delivers, and evaluates training programs for new and existing debt collection team member. This role helps all team members to be equipped with the knowledge, skills, and tools necessary to perform their roles effectively, ethically, and in compliance with regulatory standards.

Mentioned below are key duties:

•    Develop and deliver onboarding programs.
•    Create training modules on collection techniques, negotiation skills, compliance, and customer service.
•    Conduct refresher training sessions and workshops for existing staff.
•    Provide one-on-one coaching and feedback to improve team member effectiveness.
•    Measure training effectiveness through assessments, feedback, and performance metrics.
•    Maintain training records and prepare reports for management.
•    Work closely with team leaders, QA, and HR to align training with business goals.

Qualifications

• At lest 8-10 years of experience as a BPO Trainer - Collections (Retail or B2C)
• With strong leadership and interpersonal abilities, effective communication skills
• Must have deep understanding of banking operations and operational leadership
• Proficient in coaching and mentoring team members to enhance performance through continuous feedback
• Adept at performance management, driving accountability, and process compliance. Continuous learning and adaptability are crucial, stay abreast of industry trends
• Can work onsite in McKinley West, Taguig following Australian shift