Trainer

Roles and Responsibilities

• Design and deliver training programs for collections process, focusing on soft skills such as communication, negotiation, and problem-solving.
  

. Collections Domain Expertise Strong understanding of DPD buckets (030 / 31–60 / 61–90 / 90+), soft collections vs hard recovery, NBFC vs Bank vs App-based lending structures, and inbound/outbound collections models.

.RBI Compliance & Regulatory Knowledge Thorough knowledge of RBI Fair Practices Code, customer communication Do’s & Don’ts, call timing rules, language restrictions, harassment prevention, and audit readiness.

.Escalation & Risk Awareness Clear understanding of what triggers client escalations vs internal feedback, and ability to train agents to prevent compliance and reputational risks.

.Communication & Language Control Clear neutral English, strong mandatory Hindi, effective tone control (empathy + firmness), and ability to correct agents live without demotivation. Regional language proficiency is an added advantage.

.Agent Skill Transformation Ability Capability to convert average/poor agents into performers through structured training, not just theory delivery.

.Call Handling & FCR Training Expertise Ability to train end-to-end call flow (Opening Probe Pitch Close), payment commitment techniques, refusal handling, delay tactics, false promises, aggressive customers, and First Call Resolution mindset.

.Negotiation & Objection Handling Skills Proficiency in live role-plays, settlement/EMI/PTP explanations, discount logic (where permitted), and confidently handling legal fear and customer excuses.

.Quality & Audit Orientation Strong QA mindset with understanding of critical vs non-critical errors, fatal compliance breaches, audit parameter linkage to training gaps, and root cause analysis from QA feedback. .Documentation & Process Discipline Strict adherence to maintaining training trackers, attendance records, DRA/process certifications, and client-specific SOP acknowledgements.

Stakeholder Management Capability Ability to align with Ops realities, avoid over-theorizing, retrain based on Ops feedback, and manage expectations of QA, HR, and Clients professionally.

.Professional Maturity & Behavioral Standards Zero tolerance for gossip, favoritism, casual behavior with agents, poor leave discipline, or resistance to QA feedback; maintains clear trainer–agent boundaries. .Ownership, Accountability & Tech Readiness Owns batch outcomes, accepts failures, works under escalation pressure, and demonstrates basic tech skills (Google Sheets/Excel, MIS, audit sheets, dashboards; LMS exposure preferred).