What you'll do:

• Design and execute targeted training programs focused on credit card customer service operations.
• Deliver impactful training sessions that cover essential areas such as billing issues, fraud handling, credit limit adjustments, and payment dispute resolution.
• Lead onboarding programs that set new team members up for success from day one.
• Provide continuous learning opportunities to enhance the capabilities and career growth of tenured agents.
• Offer individualized coaching and feedback to improve communication, service delivery, and overall performance.
• Partner with Quality Assurance and Compliance teams to ensure all training aligns with internal policies and industry regulations.
• Create engaging, easy-to-follow training materials and e-learning tools that support practical, on-the-job application.
• Stay ahead of trends and updates in the credit card and customer service landscape to keep training content fresh and relevant.

What you bring to the Team:

• Minimum of 3 years’ experience in a customer service environment; background in credit card support is a strong advantage.
• Proven experience in facilitating training sessions and developing training materials.
• Strong presentation and interpersonal skills, with the ability to connect with team members at all levels.
• Certification in training, facilitation, or learning & development is an advantage.
• Comfortable using Microsoft Office and virtual training platforms.
• Highly organized, adaptable, and self-driven, with a collaborative spirit.