Card Services Product Trainer – Financial Services Program

About the Role

We are seeking an experienced and engaging Card Services Product Trainer to join our Financial Services Program. The ideal candidate will have strong expertise in Commercial/Financial Card Services and proven experience delivering product training within a BPO environment.

The role will focus on preparing new hires and tenured employees to effectively support card products, processes, systems, and client requirements through classroom training, coaching, nesting support, and performance analysis.

Key Responsibilities

Training & Facilitation

• Facilitate New Hire Training (NHT) covering financial fundamentals, card services, product knowledge, system workflows, product architecture, and LOB processes.

• Deliver upskilling, cross-skilling, refresher, and product update training.

• Train employees on regulatory changes, system enhancements, product updates, and client policies.

• Develop training materials, SOPs, job aids, simulations, assessments, and knowledge checks in partnership with SMEs and Instructional Designers.

• Apply adult learning principles and engaging facilitation techniques.

Nesting & Floor Support

• Manage the Nesting/Hypercare phase to support the transition from classroom training to live operations.

• Provide real-time floor support and address product, process, and system-related queries.

• Conduct side-by-side coaching, transaction/call audits, and floor observations.

• Partner with Operations, Quality, and SMEs to address knowledge and performance gaps.

Training Governance & Compliance

• Maintain accurate training records, attendance, assessments, certifications, and other required documentation.

• Ensure training activities and materials meet operational, client, and audit requirements.

Performance & Training Effectiveness

• Track training effectiveness using key metrics including Batch Throughput, First Time Right (FTR), 0–30 Day Attrition, AHT, Quality Scores, and CSAT.

• Conduct Training Needs Analysis (TNA/TNI) using quality results, operational dashboards, error trends, and performance data.

• Identify performance gaps and recommend targeted coaching and learning interventions.

• Prepare reports and insights on learner readiness and post-training performance.

Qualifications & Experience

• 3–5 years' overall experience in a BPO environment.

• Minimum 2 years' experience as a Trainer supporting Card Services in a BPO environment.

• At least 2 years' experience as a Product Trainer supporting Financial/Commercial Card Services.

• Strong knowledge of financial terminology, products, processes, and Commercial/Financial Card Services.

• Proven experience delivering new-hire, upskilling, cross-skilling, and refresher training.

• Candidates whose experience is primarily in Collections, Insurance, or Fraud without Card Services Product Training experience will not be considered.

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

Technical Skills

• Experience with financial/card servicing platforms such as Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or proprietary platforms.

• Experience with Learning Management Systems (LMS) and e-learning tools such as Articulate 360 and Camtasia.

• Advanced proficiency in Microsoft Office or Google Workspace, particularly PowerPoint/Slides and Excel/Sheets.

Core Competencies

• Strong Card Services and financial domain expertise.

• Excellent facilitation, communication, presentation, and public-speaking skills.

• Ability to simplify complex financial products, systems, and workflows.

• Strong coaching, mentoring, and learner engagement skills.

• Data-driven approach to analyzing training and operational performance.

• Strong collaboration and stakeholder management skills.

• Adaptability in a fast-paced BPO environment.

Schedule: Willingness to work night shifts, rotational shifts, weekends, or other schedules based on business requirements.

What Success Looks Like

Success in this role means developing confident, knowledgeable, and operationally ready Card Services professionals who can effectively navigate financial systems, apply product knowledge, meet quality standards, and deliver an exceptional customer experience.

If you are passionate about Financial Services, Card Products, Training, and developing high-performing teams, we would love to hear from you.