Collections Advisor Review

I am currently working within the Collections & Recoveries department. Upon completing the approximately 6 weeks of training, the day-to-day role is as any other new team member in the department. Mainly taking inbound calls and assisting customers with queries and their arrears. Involves ensuring proper identification and security, sending emails/post, advising all required information per policies and procedures, reading and understanding the ledger for each account, and other necessary actions to assist customers.

Apprentices, and new general new hires, receive approximately 6 weeks of training prior to actually working in the department. Covers the entire collections process as well as reviews of rules and regulations. Are partnered with a buddy who listens in, assists on calls, and reviews calls to help grow confidence in the role and what is being done right and where improvements can be made.

Having never been the most engaged student, I am quite enjoying the programme. There is plenty of assistance from VWFS and everyone I have worked with has been friendly and helpful. You will be treated as any other employee would be treated. I am absolutely planning to apply for a permanent position once I've completed the apprenticeship.

Throughout the programme, apprentices spend time working in different departments to better gain understanding in the business. While each team has been different, the company has been excellent in ensuring that apprentices receive the time for their apprentice work. Team leaders, and team members, have been very helpful in answering questions and helping as needed. Apprentices are treated like any other team member and are held to the same standards.

You will receive as much support as you need from VWFS. Each team leader I have had has been very supportive, and helpful, with any queries or requests. The company has quite an extensive set of training/review materials that are readily available as well as easy access to policies and procedures should they be needed. Any queries I have needed to make with other departments have been answered promptly and you will be treated as if you are any other employee in the company.

Actual meetings with the advisor have been fine, queries answered, and reviewing information as needed. Communication has not always been the strongest. There was one incident when the advisor was on an extended leave and the provider themselves did not seem have anyone assigned to cover the absence (an absolutely justified absence on the advisor's part). Otherwise the assistance and attitude of the advisor has been good.

As someone who has never worked in a role in the financial services, the LIBF reading and the assignments have provided a lot of necessary information. Definitely helps to reinforce the training provided by VWFS and utilise that knowledge daily. I would have significant difficulty performing to expectations without it.

As I began working here during the pandemic, there hasn't really been anything. I have also had the opportunity to mostly work from home so I haven't particularly been bothered to check if anything is now being offered. From what I recall from induction there is volunteer opportunities, but I haven't checked that.

Yes

Welcoming atmosphere, helpful coworkers, and being treated like one of the team from the moment I began at the company. Employees are encouraged to use their benefits, such as holiday. I haven't used it yet (especially with the current new vehicle shortage), but the ability to get a new vehicle through VWFS at a very reasonable cost is highly regarded by other employees.

Practice. As part of the interview, did have to give a brief presentation. I do think that practising the presentation helped with my confidence in giving that presentation. Reviewers came off as genuine and nice, so there isn't any reason to get yourself too worked up prior to interviewing. Have gained very valuable experience during this apprenticeship.