Debt Collection Trainer
13 hours ago
FINTECH OPERATIONS TRAINER - 28k to 30k salary + incentives
Training Design & Delivery
-Develop and deliver onboarding and refresher training for new hires, existing staff, and third-party service providers on QC processes, compliance policies, and customer service standards.
-Create training modules, manuals, job aids, and e-learning materials tailored to Cash-Express operations (KYC, AML, transaction monitoring, dispute handling, data security, etc.).
-Conduct skills assessments and knowledge checks to ensure learning objectives are met.
Quality Control Support
-Collaborate with the QC team to identify training needs based on audit findings, quality scores, and process gaps.
-Translate QC findings into actionable training interventions and process improvements.
-Assist in calibrating quality evaluation forms, scoring rubrics, and call/transaction monitoring criteria.
Performance & Efficiency Improvement
-Improve employee efficiency by introducing innovative and compliant collection methods.
-Implement data-driven and technology-supported training programs to enhance productivity and target achievement.
-Strengthen staff negotiation and communication skills to maximize recovery rates and customer engagement.
-Provide continuous development through coaching, peer learning, and performance improvement plans for underperforming employees.
Compliance & Standards
-Stay updated with government compliances applicable to industry, such as SEC circulars, Anti-Money Laundering Act (AMLA), Data Privacy Act, and other relevant regulations and integrate updates into training materials.
-Promote adherence to company SOPs, data privacy, security protocols, and ethical standards.
Reporting & Evaluation
-Maintain accurate training records, including attendance, assessments, and certification results.
-Provide reports on training effectiveness and recommend improvements.
-Conduct post-training evaluations and gather feedback for continuous improvement.
Cross-Functional Collaboration
-Work with Operations, Compliance, Risk, Customer Support, and Admin teams to align training programs with evolving business needs.
-Support the launch of new products or services by preparing staff with updated procedures and QC requirements.
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