Collections Trainer

Overview:

The Collection Trainer is responsible for designing, delivering, and evaluating training programs for both new hires and existing debt collection team members. This role ensures that all team members are equipped with the knowledge, skills, and tools required to perform their duties effectively, ethically, and in full compliance with regulatory standards.

Key Responsibilities:

• Develop and facilitate comprehensive onboarding programs for new collection team members.
• Design and deliver engaging training modules focused on collection strategies, negotiation techniques, compliance regulations, and customer service excellence.
• Conduct refresher training sessions and targeted workshops to reinforce best practices and update staff on changes in policy or regulation.
• Provide individualized coaching and constructive feedback to support continuous improvement and skill development.
• Evaluate training effectiveness through assessments, participant feedback, and performance metrics.
• Maintain accurate training documentation and prepare training reports for management review.
• Collaborate closely with team leaders, Quality Assurance, and Human Resources to ensure training initiatives align with overall business objectives

Skills Required:

• At least 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
  

Location: Can work onsite either in McKinley West, Taguig or MOA Complex, Pasay

Work set-up: Full On-site

Schedule: Amenable to Australian shift