Collections Telephony Operator Review

I have to deal with customers who are in credit card debt in order to help them repay their debt and look into all options available to them. this means taking calls from customers and asking various questions to find out the root cause of their issues and look into any repayment plans for them.

I have developed my communication skills and been able to build my confidence when speaking to new people. I have also been able to develop my teamwork as I have to liaise with different teams and people in order to attain the necessary information. I have also developed my use of IT and become more resilient by solving new issues that arise.

The programme is quite enjoyable as you are continuing to learn and develop new skills and are able to witness different scenarios on a daily basis. this constantly tests your knowledge while you are working as it allows you to implement things you have learnt from the apprenticeship work into your day to day role which allows you to see your progress.

The programme is very well structured as we have been given the key dates for any webinars or assignments in advance of the due dates which means that we are able to plan our days accordingly and ensure that we are available and have access to all of the necessary resources. our skills coaches are also very flexible and are always there to assist if there are any issues and keep us on track.

My employer provides me with a lot of support as they are able to allow me significant amounts of time off of the job to complete my apprenticeship work and engage with other departments to further develop my knowledge. they also support me with personal matters and are always willing to provide me with extra training to develop my skills necessary for work.

we receive regular feedback calls on the work that we have submitted to ensure that we are on target and working towards our objectives that have been discussed. we are also able to email our skills coaches if we have any questions about the course so that they can answer any queries that we may have. there are also many webinars that allow us to gain an understanding of the work we need to complete for our qualifications.

The qualification has helped me perform better as there is a key focus on customer service, communication and teamwork. this has enabled me to converse with customers and other team members to ensure that I have the correct outcome for the customers and provide them with relevant and accurate information that is complaint with the rules and regulations that we need to follow as we now have an understanding of them.

on a Thursday evening we are able to play 7 a side football with members of the department that we may not work with on a day to day basis which allows us to communicate with different people and develop a professional network within the workplace. there are also many meetings that we are able to attend to liaise with different managers within the business.

Yes

RBS are a very well respected company who provide a high quality of care for their staff and also provide many learning and development opportunities for its staff so that they can produce the best standard of work on a daily basis. there are also lots of internal opportunities to work in different sectors of the business and support networks which can help with applications.

Ensure that you are honest in your application and make the employer aware of what you are unsure about as it will show that you are willing to learn and have a desire to understand what is required of you. be open in the interview and provide as much detail as possible in the examples to make sure that you can show how you have been able to demonstrate the skills and behaviours that they are asking about.