About the role
We are seeking a highly experienced SME Trainer in Financial Support to deliver specialised training for our Loans product. In this secondment role, you will leverage your frontline expertise to design and deliver targeted training sessions that enhance team competencies in customer interactions, handling complex inquiries, and introducing new product features. You will also lead onboarding for new employees and provide continuous learning opportunities for existing staff. Supported by the Head of Learning and Development, you will ensure that all training aligns with broader company goals and industry best practices. While in this role, you will continue to fulfil up to 50% of your time in your current frontline position, bringing real-time insights into your training to keep it relevant and impactful.
Your objectives
Deliver Specialised FS Training:
Provide tailored training on Financial Support best practices, emphasising product knowledge and procedures for the Loans products.
Onboard and Train:
Lead onboarding sessions for new hires, ensuring they understand key FS processes and the company's customer service ethos.
Deliver ongoing competency-based training to existing customer service teams, helping to elevate service standards and compliance.
Develop Targeted Training Sessions:
Create and deliver targeted training for roles such as Complaints Officers, CS/FS agents, QA analysts, and other customer-facing positions within different product lines.
Collaborate with the Head of Learning and Development:
Align your training delivery with the company’s broader customer service goals, regulatory requirements, and customer satisfaction strategies.
Ensure training is consistent with company objectives and industry best practices.
Gather Feedback and Improve:
Collect participant and department feedback to evaluate the impact of your training and make data-driven improvements.
Continuously adapt training based on evolving customer service needs and industry changes.
Frontline Role Integration:
Fulfil up to 50% of your time working in your current Customer Service frontline role to maintain a hands-on understanding of the daily challenges and changes.
Bring real-time insights and experiences from your frontline role to the training you deliver, keeping it relevant and applicable.
What we're looking for
2+ years of Customer Service experience, preferably within the Fintech, banking, or related sectors.
Strong communication, presentation, and training delivery skills.
Ability to balance frontline duties with training responsibilities.
RELATIONSHIPS (key contacts inside and outside the organisation)
People Team
Quality Assurance (QA)
Operations (Complaints, Fraud, QA, Financial Support, Customer Service, Special Ops)
Compliance
Product
WORKING CONDITIONS (hours, locations, accident or health hazards, travel facilities)
Monday – Friday 9am – 6pm
Travel to alternate office locations will be required on a regular basis
COMPUTER SYSTEMS (indicate packages used/standard required and whether training will be provided)
Proficient in Google packages such as Sheets and Slides, as well as Slack
Interview Process
Call with our Head of Learning and Development
Take home task
Final interview
