Key Responsibilities

- Deliver training on Digital Lending, Personal Loans,Credit Lines, Paymentand Insurance Products( Life, Health,Motor and General)

- Ensure strict adherence to RBI,IRDAI,KYC and fair practice guidelinesConduct compliance certifications, refreshers, and audit preparedness programs

- Train telesales, Digital Sales,Retention on pitch objection handling,cross sell and upsell

- Train inbound and outbound service teams across calls,chat,email and social media

- Enable empathy led conversations,de- escelation and first contact resolutions

- Reduce repeat contacts, complaints and app-related escalations ,conduct call audits, coaching, track training impact on AHT,FCR,CSAT,QA scores ,develop micro learning modules

- 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

- 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.

- Certified or experienced trainer with robust 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

📌 Trainer (Andheri)
🏢 Fatakpay Digital
📍 Andheri