Collections Advisor Review

My role is to support customers who are facing financial difficulty and try to create solutions for them in order to help manage their accounts. It involves speaking to customers over the phone and assessing their current situation. For example, questioning whether they are employed or checking on their well-being.

I've developed new skills through learning about the different systems and then putting this to the test when on an actual call. I've also learnt more about empathy and discovered the best way to support a customer who may be struggling not only with their finances but also with their mental health, for example.

The apprenticeship programme is a great concept. It allows us to not only work alongside it but also learn a whole new skill at the same time and learn about the banking sector as a whole. Additionally, we gain a qualification which can help us further ourselves both inside and outside of work.

At times, the structure of the apprenticeship isn't always great. We are supposed to have delegated time each month to complete our work and also revise for our upcoming exam. However, this often doesn't happen and is impossible to gain this time back as work is always busy.

We receive plenty of support form our employer and they do offer the required time but as I mentioned already, because we are a busy centre, it is almost impossible to reschedule this time. They are, however, very understanding and more than happy to catch us up with any work we may have missed whilst at an apprenticeship meeting.

From the training provider, we have meetings a couple of times per month to complete revision. We often complete mock papers for our exam and have a general review of how we are getting on. Additionally, I have always had catch up sessions with my trainer if I have been away.

The qualification we are progressing through is not always relevant to my role. However, the information we learn, in regards to the business sector, is good background information to have and can sometimes assist and help to reassure myself of certain terms and conditions/policies we may have that I might be unsure of.

There are plenty of extra-curricular activities. For example, I'm aware of certain football teams you can be a part of, as well as other sports. Additionally, there's plenty of social activities outside of work, such as Manager meals and meals for teams if they hit a certain pass rate.

Yes

It is a great company to work for as there is so much support and it is, generally, a great work environment. Each advisor is looked after and checked-up on to ensure we are all ok and we're constantly monitored to ensure we improve too. Additionally, there's plenty of perks for being a member of staff, such as getting time back if you do run over. Things such as this just show we are respected by the company.

Be as confident as you can. One of the most important things within my role is being confident, whether that's through presenting an idea or even through having the confidence to speak up when you're unsure on something as that is the best way to learn within this job.