Trainer (AML,KYC,FinCrime)

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Trainer, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

Job Summary

The Process Trainer (AML / KYC / Fincrime / Disputes Investigations / Chargebacks ) is responsible for delivering high-quality, consistent, and performance-focused training that accelerates new hire readiness and supports ongoing operational excellence.

This role ensures that learners develop the knowledge and skills required to effectively handle dispute investigations and chargeback processes, including case handling, documentation, evidence review, resolution procedures, and compliance with applicable policies and card network guidelines.

Success in this role is measured through trainee performance outcomes, training effectiveness, quality and accuracy of case handling, adherence to dispute and chargeback procedures, and compliance with established training and certification standards.

Key Responsibilities

• Deliver process, systems, and soft skills training for new hires and upskilling programs in Disputes Investigations and Chargebacks.

• Facilitate engaging training sessions to improve case handling, investigation accuracy, documentation, and dispute resolution skills.

• Monitor trainee performance, quality, productivity, and KPI achievement, ensuring readiness for production within expected timelines.

• Conduct call/case reviews, calibration, and coaching to reinforce process knowledge and improve performance.

• Partner with Operations, Quality, and Nesting teams to identify skill gaps and implement targeted training interventions.

• Develop, review, and update training materials, process guides, and assessments based on current procedures and card network guidelines.

• Analyze training results and feedback to identify improvement opportunities and enhance training effectiveness.

• Complete required Trainer Skills Certifications and participate in employee development initiatives.

What We’re Looking For:

• Bachelor’s degree or equivalent experience in Training, Education, Operations, or a related field.

• At least 3 years of experience in a BPO environment, preferably in Disputes Investigations, Chargebacks, or Financial Services Operations.

• Experience in delivering process training, coaching, and facilitating learning sessions is preferred.

• Good English communication skills (minimum B2; C1 preferred).

• Strong knowledge of dispute investigation, chargeback processes, case handling, and documentation.

• Familiarity with quality standards, card network guidelines, and dispute management systems is an advantage.

• Strong facilitation, coaching, communication, and problem-solving skills.

• Ability to analyze training performance data and recommend process improvements.

• Strong collaboration skills when working with Operations, Quality, and other stakeholders.

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!