Trainer - UK Financial Customer Service (Centris, QC)

<h2>Work Setup: Onsite</h2><h2>Location: Centris, QC</h2><h2>Schedule: Shifting, UK time</h2><h2>Qualifications:</h2><ul>
<li>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.</li>
<li>Priority: UK or US banking, with any experience under the LOAN ORIGINATION PROCESS, especially under MOTOR FINANCING</li>
<li>Basic understanding of training methodologies applied on virtual and F2F instructor-led classes</li>
<li>Excellent communication &amp; feedback/coaching Skills</li>
</ul><h2>Responsibilities:</h2><ul>
<li>Conduct New Hire Training (classroom and remote) for the Collections process, ensuring all trainees are equipped with process, product, and compliance knowledge.</li>
<li>Manage training batches (typically 1:20 ratio), ensuring effective delivery and engagement.</li>
<li>Provide feedback and coaching to agents on process, quality, best practices, and support On-the-Job Training (OJT).</li>
<li>Audit cases for agents using prescribed sheets defined by the client or training team; provide documented feedback on gaps identified.</li>
<li>Attend weekly calibration calls with client/internal teams as per the calibration roster.</li>
<li>Conduct training sessions as required within specified timelines.</li>
<li>Assess trainee performance through tests and practical evaluations.</li>
<li>Maintain training records, daily reports, and analysis for continuous improvement.</li>
<li>Motivate associates through effective management, career development, and implementation of reporting mechanisms.</li>
<li>Process transactions on a weekly or monthly basis as defined by the process to maintain process competency.</li>
<li>Maintain competency by undergoing TTT certification and staying updated on new products and process changes.</li>
<li>Perform Training Needs Identification (TNI) based on audit findings and conduct refresher sessions; track performance improvements.</li>
<li>Maintain track records of performance and analyse data critically.</li>
<li>Ensure adherence to regulatory and operational objectives, and keep up to date with internal procedural changes and policy updates.</li>
<li>Participate constructively in case reviews, meetings, and training sessions.</li>
<li>Communicate key trends and processing difficulties to the Team Leader or relevant manager.</li>
</ul>