Trainer NBFC (Sales & Customer Service)

Job Description

Job Title: Trainer NBFC (Sales & Customer Service)Role SummaryResponsible for developing sales and service capability across NBFC products through structured training, compliance reinforcement, and performance-driven coaching to support growth, audit readiness, and superior customer experience.Key ResponsibilitiesProduct, Process & Compliance
• Deliver training on Digital Lending, Personal Loans, Credit Lines, Payments, and Insurance products (Life, Health, Motor & General).
• Ensure strict adherence to RBI, IRDAI, KYC, AML, and fair-practice guidelines.
• Conduct compliance certifications, refreshers, and audit preparedness programs.
Sales & Revenue Enablement
• Train Tele-sales, Digital Sales, Retention, on pitch, objection handling, cross-sell, and upsell.
• Drive improvement in conversion ratios, disbursals, renewal rates, and persistency.
• Reduce mis-selling, free-look cancellations, and regulatory escalations.
Customer Service & CX Excellence
• Train inbound and outbound service teams across calls, chat, email, and social media.
• Enable empathy-led conversations, de-escalation, and first-contact resolution.
• Reduce repeat contacts, complaints, and app-related escalations.
Voice & Accent & Communication
• Deliver Voice & Accent training focused on pronunciation, neutralization, tone, call control, and global customer readiness.
• Align communication standards with digital-first, automation-led customer journeys.
Quality, Coaching & Performance
• Conduct call audits, coaching sessions, and role-plays.
• Partner with QA and Operations for call calibration and quality improvements.
• Track training impact on AHT, FCR, CSAT, QA scores, compliance, and revenue metrics.
Content, Tools & Stakeholder Collaboration
• Develop micro-learning modules, LMS content, SOPs, and certification frameworks.
• Collaborate with Product, QA, CX, Compliance, and Operations to align training with new launches and policy updates.
• Support automation-friendly and process-led communication standards.
Required Skills & CompetenciesFunctional & Domain Skills
• Strong understanding of NBFC products, digital lending journeys, and insurance distribution.
• Practical knowledge of RBI and IRDAI regulations, KYC/AML norms, and audit requirements.
• Experience training sales, service, retention, and collections teams in BFSI environments.
Training & Coaching Expertise
• Certified or experienced trainer with strong facilitation and adult-learning skills.
• Expertise in Voice & Accent training and customer communication standards.
• Proven ability to design role-plays, mock calls, certifications, and refresher programs.
Performance & Quality Orientation
• Hands-on experience with QA frameworks, call audits, and calibration.
• Data-driven approach with ability to correlate training with business KPIs.
• Strong root-cause analysis and corrective action capability.
Behavioral Competencies
• High ownership, execution focus, and stakeholder management skills.
• Customer-first and compliance-first mindset.
• Ability to work in fast-paced, regulated, and digitally evolving environments.
Experience Criteria
• 57 years of experience in BFSI / NBFC / FinTech / Insurance training roles.
• Minimum 3 years of hands-on experience in:
• Sales or customer service training within NBFC or Insurance domains.
• Voice & Accent or communication training for contact centers.
• Prior experience working with:
• Tele-sales, Digital Sales, Inbound/Outbound Service, Retention, or Collections teams.
• Demonstrated exposure to:
• Regulatory audits, compliance training, and fair-practice frameworks.
• Scaling training programs in high-volume environments.
• Experience with LMS platforms, digital learning tools, and performance dashboards preferred.
Qualification Criteria
• Graduate in any discipline (mandatory).
• Postgraduate / MBA (Finance, Marketing, HR, Operations) preferred.
• Trainer certifications (preferred but not mandatory):
• Certified Corporate Trainer / TTT
• Voice & Accent / Communication Certification
• BFSI / Insurance Certification (IRDAI)
• Strong proficiency in MS Office / Google Workspace.
Key Success Metrics
• Sales conversion, disbursal, and revenue growth
• Improvement in QA, compliance, and audit scores
• Reduction in mis-selling, escalations, and cancellations
• Improved CSAT, FCR, and customer persistency
• Faster speed-to-proficiency and reduced early-life errors
• Improved agent productivity and retention

Keyskills :
voiceaccentbfsitrainer