credit card trainer

Job Description

Trainer/Senior Trainer Credit Card Operations (Disputes, Fraud, Chargebacks & Collections)

Job Summary

The Trainer / Senior Trainer Credit Card Operations is responsible for designing, delivering, and evaluating high-impact training programs across Customer Service, Collections, Credit Bureau Disputes, Fraud Investigation, and Chargeback Management.

This role ensures that frontline agents and specialists are equipped with the regulatory knowledge, technical expertise, and decision-making capabilities required to manage complex credit card customer scenarios.

The Trainer / Senior Trainer is expected to demonstrate strong domain expertise, excellent facilitation skills, and the ability to translate process requirements into practical, learner-centered training experiences.

Key Responsibilities

1.Training Design & Delivery

Develop and deliver end-to-end training programs for:

oCustomer Service and Collections & Recovery

oCredit Bureau Dispute Resolution (FCRA)

oFraud Investigation & Prevention

oChargeback & Transaction Dispute Management

Conduct new hire training, upskilling, refreshers, and targeted remedial sessions.

Create scenario-based and simulation-led learning modules for complex case handling.

Ensure training content reflects current regulatory requirements, network rules, and policy updates.

2.Regulatory & Compliance Training

Train agents on FCRA, FDCPA, CFPB, UDAAP, PCI DSS, and card-network compliance standards.

Reinforce adherence to timelines, documentation standards, and mandated processes.

Conduct compliance readiness assessments and corrective action coaching.

3.Performance Analysis & Capability Development

Analyze training effectiveness using KPIs: accuracy, QA results, call quality, TAT, and compliance scores.

Identify skill gaps through PKTs, calibration sessions, and performance data.

Recommend improvements to minimize errors in disputes, chargebacks, collections, and fraud cases.

Partner with Quality and Operations to improve process capability and reduce rework.

4.Content Development & Documentation

Develop SOPs, job aids, workflow guidelines, and knowledge resources.

Maintain training materials in alignment with policy changes, system enhancements, and business updates.

Oversee LMS updates and learning material version control.

5.Stakeholder Collaboration

Work closely with Operations, Quality, Compliance, Risk, and Process SMEs.

Provide insights on recurring agent-level challenges and training impact.

Support new process migrations, pilots, and change management initiatives.

Required Experience & Qualifications

35 years of experience in Credit Card Operations, specifically in Disputes, Fraud, Chargebacks, and/or Collections.

3+ years of experience as a Trainer, Senior Trainer, or Process SME.

Strong understanding of credit networks (Visa, Mastercard, Amex) and regulatory frameworks.

Required & Preferred Skills Table

Skills Overview

Category

Required Skills

Preferred Skills

Credit Bureau Dispute Resolution

FCRA dispute handling

Investigation & documentation

Credit reporting accuracy checks

Experience working with Experian/Equifax/TransUnion portals

Prior role in Credit Bureau operations

Fraud Investigation & Prevention

Fraud case handling

Identifying fraud patterns

Conducting root-cause analysis

Exposure to emerging fraud typologies

Chargeback & Dispute Management

Preparation of representments

Understanding of card network rules

Hands-on experience with VROL/MasterCom

Deep knowledge of chargeback strategies

Collections

Negotiation skills

Understanding FDCPA & collections compliance

Payment plan structuring

Exposure to skip tracing tools or advanced recovery workflows

Training & Facilitation

New hire training delivery

Content creation & instructional design

Experience with simulation-based learning or digital training platforms

Regulatory Competency

FCRA, FDCPA, CFPB/UDAAP, PCI DSS working knowledge

Compliance certification (CFE, ACA, FCRA Certification)

Technical Skills

CRM/case tools (Salesforce, NICE, Zendesk)

Intermediate Excel

Reporting tools like Power BI/Tableau

Soft Skills

Excellent communication Stakeholder management Analytical decision-making

Coaching certifications or mentoring experience

Core Competencies

Strong analytical judgment in fraud/dispute/collections scenarios

High accuracy and attention to detail

Exceptional communication and facilitation skills

Ability to manage diverse and complex training requirements

Ethical judgment and regulatory discipline

• Adaptability in a fast-paced credit operations