BPO Trainer

About the role

Teleperformance is seeking an experienced BPO Trainer to join our Alphaland office in Makati City, Metro Manila. As a full-time BPO Trainer - Financial/Mortgage, you will be responsible for designing and delivering engaging training programmes to ensure our client-facing teams are equipped with the knowledge and skills to provide exceptional service to our mortgage and financial services customers.

I. Education and Experience:

• Educational Background:
• A Bachelor's degree in Business Administration, Finance, Education, or a related field is often preferred.
• An Associate's degree or equivalent combination of training and experience can also be accepted, especially with significant relevant work experience.
• Industry Experience:
• A minimum of 3-5 years of experience in the US mortgage industry (for mortgage-focused roles) or insurance industry is typically required. This should ideally include hands-on experience in areas like: Loan origination, underwriting, closing, and servicing (for mortgage).
• Understanding policy types (life, health, auto, home, business), risk assessment, and regulatory compliance (for insurance).
• At least 2-3 years of experience as a trainer in a BPO or contact center environment. This is crucial for understanding the unique dynamics of training agents in a fast-paced, high-volume setting.
• Experience in a lead trainer or similar role within mortgage/insurance servicing is required.

II. Core Skills and Competencies:

• Training & Instructional Design:
• Strong facilitation and presentation skills to deliver engaging and effective training sessions (both in-person and virtually).
• Knowledge of adult learning principles (e.g., ADDIE Model, Bloom's Taxonomy) and instructional design.
• Ability to design, develop, and update training materials, manuals, and e-learning content.
• Experience conducting training needs assessments and recommending learning solutions.
• Ability to evaluate training effectiveness using assessments, feedback, and performance data.
• Experience with Learning Management Systems (LMS) platforms and virtual training tools.
• Industry-Specific Knowledge:
• In-depth knowledge of insurance products, policies, and regulations
• Comprehensive understanding of mortgage processes, including relevant financial rules and regulations.
• Familiarity with common mortgage/insurance loan software and CRM systems.
• Communication Skills:
• Excellent English communication skills, both verbal and written, are paramount for BPOs catering to international clients.
• Strong active listening and probing skills to understand agent needs and address concerns.
• Ability to clearly explain complex financial and insurance concepts.
• Analytical & Problem-Solving Skills:
• Ability to analyze agent performance data, identify learning gaps, and develop targeted training solutions.
• Strong critical thinking to help agents navigate complex scenarios and make informed decisions.
• Attention to detail to ensure accuracy in information and documentation.
• Soft Skills:
• Customer Service: Strong customer service orientation and ability to coach agents on building rapport and resolving client inquiries.
• Patience and Empathy: Essential for guiding trainees and dealing with challenging situations.
• Adaptability: Ability to adjust to changing situations, new information, and evolving industry regulations.
• Organizational and Time Management Skills: To juggle multiple tasks, manage training schedules, and maintain accurate records.
• Sales Acumen (for mortgage/insurance sales roles): Ability to coach agents on sales techniques and guiding clients to suitable solutions.
• Tech-Savviness: Proficiency in using various digital tools and platforms for training and operations.
• Leadership and Coaching: Ability to provide post-training coaching and support to agents and team leads.

III. Desirable Qualifications:

• Certification or additional training in instructional design.
• Familiarity with specific US state or international mortgage/insurance regulations (depending on the client's location).
• Experience with quality assurance and operations to align training with performance goals.
• Willingness to work different shifts, including night and weekend schedules, as BPOs often operate 24/7.
• Willingness to work onsite, though remote training experience is also valuable.

In summary, a successful Insurance and Mortgage Trainer in a BPO should be a highly knowledgeable subject matter expert in their respective field, coupled with proven experience in designing and delivering effective training programs, and possessing strong communication and interpersonal skills to guide agents to success