Trainer - UK Financial Customer Service (Centris, QC)

About this role

Work Setup: Onsite
Location: Centris, QC
Schedule: Shifting, UK time

Qualifications:

• 2 to 4 years' work experience in US/UK banking operations and training in a call center or shared services environment. Relevant financial account experience should include mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas. Experience solely in insurance or payroll is not eligible.

• Priority: UK or US banking, with any experience under the LOAN ORIGINATION PROCESS, especially under MOTOR FINANCING

• Basic understanding of training methodologies applied on virtual and F2F instructor-led classes

• Excellent communication & feedback/coaching Skills

Responsibilities:

• Conduct New Hire Training (classroom and remote) for the Collections process, ensuring all trainees are equipped with process, product, and compliance knowledge.

• Manage training batches (typically 1:20 ratio), ensuring effective delivery and engagement.

• Provide feedback and coaching to agents on process, quality, best practices, and support On-the-Job Training (OJT).

• Audit cases for agents using prescribed sheets defined by the client or training team; provide documented feedback on gaps identified.

• Attend weekly calibration calls with client/internal teams as per the calibration roster.

• Conduct training sessions as required within specified timelines.

• Assess trainee performance through tests and practical evaluations.

• Maintain training records, daily reports, and analysis for continuous improvement.

• Motivate associates through effective management, career development, and implementation of reporting mechanisms.

• Process transactions on a weekly or monthly basis as defined by the process to maintain process competency.

• Maintain competency by undergoing TTT certification and staying updated on new products and process changes.

• Perform Training Needs Identification (TNI) based on audit findings and conduct refresher sessions; track performance improvements.

• Maintain track records of performance and analyse data critically.

• Ensure adherence to regulatory and operational objectives, and keep up to date with internal procedural changes and policy updates.

• Participate constructively in case reviews, meetings, and training sessions.

• Communicate key trends and processing difficulties to the Team Leader or relevant manager.