Trainer - X Money

RESPONSIBILITIES:

• Training Design & Delivery: Create and facilitate high-impact learning experiences—including live virtual sessions, in-person workshops, and asynchronous e-learning—focused on fintech products, payment systems, and financial software.
• Compliance & Risk Education: Translate evolving financial regulations (e.g., AML/KYC, credit risk standards) into clear training modules to ensure organizational adherence and safety.
• Onboarding & Enablement: Lead the end-to-end onboarding for new hires, (including Customer service agents, Dispute Analyst, Fraud Monitoring and Risk Operations analysts) equipping them with the technical and soft skills needed for the fintech landscape.
• Content Development: Design and maintain updated instructional materials, such as user manuals, job aids, and knowledge base content.
• Performance Metrics: Assess training effectiveness using data-driven metrics, such as adoption rates and assessment scores, to identify skill gaps and refine programs.
• Multi-Channel Support Enablement: Design scenario-based training on empathetic customer interactions (voice, chat, email), complex troubleshooting of accounts/transactions/cards/disputes, thorough CRM/ticketing documentation, proactive flagging to Product/Risk/Compliance teams, and achievement of key metrics (AHT, FCR, CSAT) in high-pressure fintech environments.

BASIC QUALIFICATIONS:

• Bachelor’s degree in Education, Instructional Design, or related field (or equivalent practical experience)
• Experience: Most roles require 3–5+ years in technical training or enablement within a corporate or financial setting.
• Expertise in designing and scaling agent training programs, including content development.
• Fintech Domain Knowledge: Deep understanding of digital payments, blockchain, credit analysis, or banking software.
• Adult Learning Principles: Proficiency in instructional design models (e.g., ADDIE) and tailoring content for professional learners. 
• Technical Proficiency: Experience with Learning Management Systems (LMS), CRM tools, and content authoring software like Articulate 360 or Adobe Captivate. Strong data analytics skills to determine learning requirements
• Excellent project and program management capabilities with a track record of cross-functional collaboration
• Experience leveraging AI tools and technologies to enhance training management and operational efficiency.
• Track record of building cross-functional safety training programs in partnership with Customer Support, Fraud, and Compliance stakeholders, using role-plays and metrics to close skill gaps and strengthen platform trust/safety.

PREFERRED SKILLS AND EXPERIENCE:

• Demonstrated ability to collect, analyze, and visualize complex data to inform strategic decisions
• Proficiency with BI and dashboard tools (e.g., SQL, Dremel, Looker/Data Studio, Tableau) to craft data-driven narratives
• Familiarity with AI-powered analytics and automation platforms for quality improvement and operational optimization
• Ability to own the end-to-end maintenance of internal and external knowledge bases, including creating new articles, updating existing content, archiving outdated information, and optimizing structure for better searchability and user experience.
• Certified Professional in Talent Development (CPTD), Training Industry Certified Professional in Training Management (CPTM) or similar certification

ITAR REQUIREMENTS:

• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.