Trainer Customer Support

Job description

Roles & Responsibilities:

• Conduct new hire and refresher training for various channels of the Cash loans CS team


• Design and implement PKTs for the inhouse team and partner teams


• Perform training needs analysis to identify triggers in the performance and find gaps in the process


• Develop training content and process documents in line with product, policy, and other stakeholders within the organization


• Implement and manage the step-up program


• Empower all Channels in becoming self-reliant for solving critical and ad-hoc process issues by coordinating with various stakeholders within the organization


• Act as a process expert for first loans, repeat loans, and balance transfer loans covering all products of the organization


• Conduct process training for external partners such as Online Aggregators, Digital Marketing


• Work closely and coordinate with all the departments to drive improvement and innovation in the process
  
  Job Requirements
  
  


• Should have 2-3 years of experience as a Trainer preferably in chat process and Inbound process


• Knowledge about Finance Industry and Personal Loans will be an added advantage


• Should be Graduate


• Ability to work well under pressure in a dynamic environment


• Strong ability to guide individuals toward goal achievement using sales, negotiation, teamwork, and motivation


• Excellent communication - English, Hindi, and regional language will be added advantage