Process Trainer,

Role & responsibilities We are looking for dynamic and engaging Trainers/Facilitators to deliver effective and interactive training programs for a new (to launch) omnichannel fintech account. As a Trainer/Facilitator, you will be a core driver of knowledge and skill transfer during the launch of a new Fintech account. You will deliver compelling, high-impact training across voice, chat, email, and app-based customer support channels to prepare agents to handle sensitive financial interactions. You will be responsible for facilitating new hire training, upskilling sessions, and product/process updates, while ensuring high learner engagement and retention. Key Responsibilities: Deliver instructor-led and virtual training sessions for new hires and tenured employees. Facilitate training across various channels voice, chat, email, and app-based platforms. Assist in developing training materials, job aids, and assessments in collaboration with content developers or SMEs. Track trainee progress, identify learning gaps, and provide real-time coaching. Conduct knowledge checks, simulations, and assessments to ensure learning objectives are met. Provide nesting and post-training support by collaborating with Team Leads and Quality. Collect and analyze feedback to suggest improvements in training delivery. Stay updated on fintech trends, compliance protocols, and customer engagement strategies. Program Launch Execution Attend Train-the-Trainer sessions to master client products, tools, and customer personas. Deliver NH Training and cross-skill training according to the established curriculum and timelines. Support pilot class and early wave launches, acting as a liaison between learners, Operations, and Training Management. Provide live chat and floor support during nesting and early production to reinforce learned behaviors. Channel-Specific Facilitation - customize facilitation approach for each channel: Voice: role-play scenarios with payment disputes, authentication, and de-escalation. Chat: simulate multitasking environments with time-bound customer interactions. Email: coach on structured responses, grammar, and formatting. App/Social: demonstrate handling of mobile-first experiences, emojis, and digital tone calibration. Facilitate Fintech process-specific learning: disputes, digital wallet issues, money transfers, error codes, account security. Preferred candidate profile Bachelors Degree or equivalent experience. 3+ years of training or facilitation experience, preferably in a fintech or BPO setting. Experience handling omnichannel support preferred. Strong communication, presentation, and engagement skills. Proficient with MS Office and virtual training tools (Google Meets, MS Teams, Webex, etc.).