Communication Coach (Senior Trainer)

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

The Communication Coach is responsible for designing and executing targeted communication diagnostics, delivering data-driven continuous education (CE), and providing calibrated side-by-side and asynchronous coaching to frontline customer experience specialists focusing on voice and accent, English grammar, email and live chat communication, and soft skills. This role bridges the gap between language fluidity and rigorous transaction mechanics, ensuring that cross-border remittance customers experience elite-tier empathy, clarity, and flawless execution under high-stress conditions (e.g., delayed transfers, verification blocks).

Duties and Responsibilities:

New Hire Training and Support

• Facilitate new hire language, cultural training

• Conduct gating assessments to identify structural communication friction points early.

• Execute intensive nesting floor communication coaching, utilizing specialized roleplay AI tools and hyper-focused 15-minute huddles.

• Facilitate language, cultural alignment, and de-escalation bootcamps during the 4-week onboarding window.

Continuous Education (CE) Development

• Deploy high-impact Instructor-Led Training (ILT), actionable single-page job aids, micro-quizzes, and roleplay scripts.

• Address specific fintech behavioral vectors: "Active Listening during Fraud Verification," "Empathetic Delivery of Hard Refusals," and "Structured Account Security Explanations."

Compliance Risk Mitigation

• Coach agents to strictly communicate complex compliance protocols (KYC, AML, Dodd-Frank Act Section 1073 rules) without breaking script legal integrity or causing customer distress.

Qualifications:

Experience

• Minimum of 1-2 years of experience as a Communication Coach, Voice & Accent Trainer, or Soft Skills Trainer, preferably in the BPO industry.

• Working experience within a Fintech, Banking, or Financial Services program.

Education

• Bachelor’s degree in English, Communications, or a related field is preferred.

• Certifications like TESOL, TEFL, CELTA, or Train-The-Trainer (TTT) are highly preferred

Language Proficiency

• Strict CEFR C2 (Mastery) or equivalent proficiency level in both written and spoken English.

Technical Skills

• Industry domain expertise/prior experience in or deep understanding of the Financial Services or Fintech sector, familiarity with modern financial CRM dashboard.

• Can translate convoluted compliance language (e.g. funding sources, regulatory delays) into crystal-clear, reassuring customer dialogue without violating standard operating guidelines

• Demonstrated skill in diffusing hyper-critical situations where an individual's hard-earned money is temporarily held or delayed due to systemic fraud checks.

• Capable of managing localized communication challenges inherent to specific regions

• Proven analytical aptitude in spreadsheet software (including MS Excel and Google Sheets) to audit, chart, and document employee development trends.

• Proven capability in creating dynamic, high-impact instructional assets—including interactive presentation decks, immersive roleplay scripts, and comprehensive job aids—customized for diverse adult learning methodologies.

Others

• Amenable to work onsite in our Davao location

• Amenable to work in shifting schedules (possible night shifts and holidays)