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Apprenticeship training course

Senior credit controller and debt collection specialist (level 3)

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Information about Senior credit controller and debt collection specialist (level 3)

Manage credit and collect money owed by consumers or businesses, or take control and sell goods to pay debts.

Knowledge, skills and behaviours
View knowledge, skills and behaviours

Knowledge

  • Fundamentals of credit management, debt recovery or enforcement.
  • The end-to-end customer journey and processes to resolve credit management and debt collection issues.
  • Organisational objectives and professional and regulatory standards of credit management, debt recovery or enforcement work such as Financial Conduct Authority regulations and how these influence their approach.
  • Technical and organisational knowledge of products and services to support customers, increase business and leverage payment.
  • The environmental, social and governance requirements of their organisation and the benefits of achieving sustainability in their area of work.
  • The impact of credit management or debt collection on cashflow management.
  • How the credit management or debt collection function supports the wider business delivery.
  • Techniques to manage client relationships including high-risk clients who are vulnerable or have multiple debts.
  • Professional and organisational standards or guidance for the fair treatment of customers and support of those in vulnerable circumstances.
  • Techniques and procedures to deal with customer objections, issues and complaints, including how to collaborate with other areas of business.
  • Implications of legal and regulatory requirements on the organisation, such as data protection, and sector regulations, for example Financial Conduct Authority and Taking Control of Goods regulations.
  • The commercial context of their work and how this influences priorities and decision making.
  • Organisational policies and methods to ensure compliance and consistent decision making.
  • Support and influencing techniques, including how to identify vulnerability and deal with it.
  • Principles used to identify high risk accounts and the strategies that can be applied to resolve high risk account issues.
  • Systems, tools, and processes used, such as digital technology and data analytics, and their secure and ethical use.
  • The different areas of the organisation they work with and why they interact with them.
  • Principles of team-working, including techniques to build and maintain working relationships.
  • Key data and performance reports that drive self and team target adherence and improvement.
  • Principles and policies of equity, diversity and inclusion in the workplace and their impact on the organisation and customers.
  • Use of feedback and professional standards to review and improve own working practices and those of others.
  • Coaching techniques and how they are used to support a team.
  • The business environment and trends related to credit risk.
  • Regulatory requirements and organisational policies and procedures which provide the framework for assessing credit risk, including specialist digital tools and searches.
  • Principles of trend analysis and credit risk strategies.
  • Fundamentals of credit management, debt recovery or enforcement.
  • The end-to-end customer journey and processes to resolve credit management and debt collection issues.
  • Organisational objectives and professional and regulatory standards of credit management, debt recovery or enforcement work such as Financial Conduct Authority regulations and how these influence their approach.
  • Technical and organisational knowledge of products and services to support customers, increase business and leverage payment.
  • The environmental, social and governance requirements of their organisation and the benefits of achieving sustainability in their area of work.
  • The impact of credit management or debt collection on cashflow management.
  • How the credit management or debt collection function supports the wider business delivery.
  • Techniques to manage client relationships including high-risk clients who are vulnerable or have multiple debts.
  • Professional and organisational standards or guidance for the fair treatment of customers and support of those in vulnerable circumstances.
  • Techniques and procedures to deal with customer objections, issues and complaints, including how to collaborate with other areas of business.
  • Implications of legal and regulatory requirements on the organisation, such as data protection, and sector regulations, for example Financial Conduct Authority and Taking Control of Goods regulations.
  • The commercial context of their work and how this influences priorities and decision making.
  • Organisational policies and methods to ensure compliance and consistent decision making.
  • Support and influencing techniques, including how to identify vulnerability and deal with it.
  • Principles used to identify high risk accounts and the strategies that can be applied to resolve high risk account issues.
  • Systems, tools, and processes used, such as digital technology and data analytics, and their secure and ethical use.
  • The different areas of the organisation they work with and why they interact with them.
  • Principles of team-working, including techniques to build and maintain working relationships.
  • Key data and performance reports that drive self and team target adherence and improvement.
  • Principles and policies of equity, diversity and inclusion in the workplace and their impact on the organisation and customers.
  • Use of feedback and professional standards to review and improve own working practices and those of others.
  • Coaching techniques and how they are used to support a team.
  • Regulatory and technical requirements and organisational policies and procedures that apply to credit management or debt collection, including debt recovery options available, both internal and external, for example legal proceedings.
  • Recognised call or assessment frameworks to identify potential customer account issues or vulnerability.
  • Customer risk knowledge relevant to role, for example for corporate business accounts: The business environment related to collections risk, including contractual information, and commercial arrangements and company accounts; or for individual customers: consumer issues, such as vulnerability, financial difficulty or distress, and methods to assess affordability and ability to pay including income and expenditure information.
  • Fundamentals of credit management, debt recovery or enforcement.
  • The end-to-end customer journey and processes to resolve credit management and debt collection issues.
  • Organisational objectives and professional and regulatory standards of credit management, debt recovery or enforcement work such as Financial Conduct Authority regulations and how these influence their approach.
  • Technical and organisational knowledge of products and services to support customers, increase business and leverage payment.
  • The environmental, social and governance requirements of their organisation and the benefits of achieving sustainability in their area of work.
  • The impact of credit management or debt collection on cashflow management.
  • How the credit management or debt collection function supports the wider business delivery.
  • Techniques to manage client relationships including high-risk clients who are vulnerable or have multiple debts.
  • Professional and organisational standards or guidance for the fair treatment of customers and support of those in vulnerable circumstances.
  • Techniques and procedures to deal with customer objections, issues and complaints, including how to collaborate with other areas of business.
  • Implications of legal and regulatory requirements on the organisation, such as data protection, and sector regulations, for example Financial Conduct Authority and Taking Control of Goods regulations.
  • The commercial context of their work and how this influences priorities and decision making.
  • Organisational policies and methods to ensure compliance and consistent decision making.
  • Support and influencing techniques, including how to identify vulnerability and deal with it.
  • Principles used to identify high risk accounts and the strategies that can be applied to resolve high risk account issues.
  • Systems, tools, and processes used, such as digital technology and data analytics, and their secure and ethical use.
  • The different areas of the organisation they work with and why they interact with them.
  • Principles of team-working, including techniques to build and maintain working relationships.
  • Key data and performance reports that drive self and team target adherence and improvement.
  • Principles and policies of equity, diversity and inclusion in the workplace and their impact on the organisation and customers.
  • Use of feedback and professional standards to review and improve own working practices and those of others.
  • Coaching techniques and how they are used to support a team.
  • Enforcement regulatory and legal requirements including Taking Control of Goods rules, regulations and the National Standards.
  • Relative merits of each of the four ways of Taking Control of Goods: secure goods on premises where found; secure on highway where they are found or within a reasonable distance; remove and secure elsewhere; enter into a controlled goods agreement with debtor.
  • Organisational policies and procedures related to Taking Control of Goods, including the process for removing and selling goods.

Skills

  • Engage with stakeholders on accounts, for example to resolve issues, leverage payment, support business growth.
  • Negotiate good credit management or debt collection outcomes, in line with organisational policies.
  • Use questioning techniques to acquire information from customers to understand the customer’s financial situation or specialist needs or requirements and develop acceptable solutions, adapting communication style to suit audience.
  • Identify, defuse and resolve account issues which have multiple strands or involve sensitive situations, such as critical business accounts or vulnerable customers.
  • Develop strong, positive and sustained relationships with stakeholders, recognising the business context of relationships and their importance to the organisation, while dealing with a challenging situation.
  • Comply with relevant governance, policies and procedures.
  • Follow the environmental, social and governance requirements of their organisation.
  • Take ownership of work through to resolution, re-negotiating or escalating when required.
  • Make evidence-based decisions on credit and debt cases.
  • Use management information tools to identify emerging risks, prioritise high risk accounts and plan workload.
  • Complete actions in a reliable and timely way in line with organisation policy, values and standards.
  • Make ethical and secure use of systems, tools and processes including digital technology and data analytics to deliver services to customers.
  • Select credit management or debt collection strategies to resolve issues.
  • Use key data and performance reports and team leadership or team working techniques to support the achievement of credit management and debt collection outcomes.
  • Collaborate with own team and stakeholders to build and maintain relationships.
  • Communicate with own team and stakeholders, verbally and in writing.
  • Review own business working practices to identify areas for improvement.
  • Facilitate changes to working practices.
  • Use feedback to identify areas for personal development.
  • Plan and undertake continuing professional development (CPD) and support the development of others.
  • Review and analyse customer applications, seeking additional financial and non-financial information when required, and assisting with the reporting of credit checks and credit limits.
  • Analyse customer credit risk and develop strategies, making evidence-based decisions on credit limits in line with regulatory and organisational requirements.
  • Engage with stakeholders on accounts, for example to resolve issues, leverage payment, support business growth.
  • Negotiate good credit management or debt collection outcomes, in line with organisational policies.
  • Use questioning techniques to acquire information from customers to understand the customer’s financial situation or specialist needs or requirements and develop acceptable solutions, adapting communication style to suit audience.
  • Identify, defuse and resolve account issues which have multiple strands or involve sensitive situations, such as critical business accounts or vulnerable customers.
  • Develop strong, positive and sustained relationships with stakeholders, recognising the business context of relationships and their importance to the organisation, while dealing with a challenging situation.
  • Comply with relevant governance, policies and procedures.
  • Follow the environmental, social and governance requirements of their organisation.
  • Take ownership of work through to resolution, re-negotiating or escalating when required.
  • Make evidence-based decisions on credit and debt cases.
  • Use management information tools to identify emerging risks, prioritise high risk accounts and plan workload.
  • Complete actions in a reliable and timely way in line with organisation policy, values and standards.
  • Make ethical and secure use of systems, tools and processes including digital technology and data analytics to deliver services to customers.
  • Select credit management or debt collection strategies to resolve issues.
  • Use key data and performance reports and team leadership or team working techniques to support the achievement of credit management and debt collection outcomes.
  • Collaborate with own team and stakeholders to build and maintain relationships.
  • Communicate with own team and stakeholders, verbally and in writing.
  • Review own business working practices to identify areas for improvement.
  • Facilitate changes to working practices.
  • Use feedback to identify areas for personal development.
  • Plan and undertake continuing professional development (CPD) and support the development of others.
  • Advise on account issues and give expert support, including referral to specialist colleagues or agencies, to find a clear path to payment or resolution for those facing financial difficulty that minimises risks of overdues or bad debts for either corporate business accounts; individual customers; or third parties, for example debt collection agencies, debt advice agencies.
  • Support consistent decision making, practice and compliance with policies, regulatory requirements, and procedures by challenging any inaccuracies in customer or debt data, monitoring performance measures and advising colleagues, third party suppliers and the wider business within your remit.
  • Engage with stakeholders on accounts, for example to resolve issues, leverage payment, support business growth.
  • Negotiate good credit management or debt collection outcomes, in line with organisational policies.
  • Use questioning techniques to acquire information from customers to understand the customer’s financial situation or specialist needs or requirements and develop acceptable solutions, adapting communication style to suit audience.
  • Identify, defuse and resolve account issues which have multiple strands or involve sensitive situations, such as critical business accounts or vulnerable customers.
  • Develop strong, positive and sustained relationships with stakeholders, recognising the business context of relationships and their importance to the organisation, while dealing with a challenging situation.
  • Comply with relevant governance, policies and procedures.
  • Follow the environmental, social and governance requirements of their organisation.
  • Take ownership of work through to resolution, re-negotiating or escalating when required.
  • Make evidence-based decisions on credit and debt cases.
  • Use management information tools to identify emerging risks, prioritise high risk accounts and plan workload.
  • Complete actions in a reliable and timely way in line with organisation policy, values and standards.
  • Make ethical and secure use of systems, tools and processes including digital technology and data analytics to deliver services to customers.
  • Select credit management or debt collection strategies to resolve issues.
  • Use key data and performance reports and team leadership or team working techniques to support the achievement of credit management and debt collection outcomes.
  • Collaborate with own team and stakeholders to build and maintain relationships.
  • Communicate with own team and stakeholders, verbally and in writing.
  • Review own business working practices to identify areas for improvement.
  • Facilitate changes to working practices.
  • Use feedback to identify areas for personal development.
  • Plan and undertake continuing professional development (CPD) and support the development of others.
  • Remove controlled goods in line with organisational, legal and regulatory requirements, including the National Standards.
  • Sell controlled goods in line with organisational, legal and regulatory requirements, including Taking Control of Goods National Standards.

Behaviours

  • Future-focused by being risk-aware, inquiring and inquisitive about improvement ideas.
  • Resolute in taking responsibility for achieving goals and adapting to changing business needs and work demands.
  • Acts with integrity and applies an ethical approach in their dealings with others, including supporting an inclusive culture and treating colleagues and external stakeholders fairly and with respect.
  • Flexible, enthusiastic and resilient, staying positive when under pressure.
  • Collaborative and works effectively with colleagues and external stakeholders, supporting others when setbacks occur.
  • Future-focused by being risk-aware, inquiring and inquisitive about improvement ideas.
  • Resolute in taking responsibility for achieving goals and adapting to changing business needs and work demands.
  • Acts with integrity and applies an ethical approach in their dealings with others, including supporting an inclusive culture and treating colleagues and external stakeholders fairly and with respect.
  • Flexible, enthusiastic and resilient, staying positive when under pressure.
  • Collaborative and works effectively with colleagues and external stakeholders, supporting others when setbacks occur.
  • Future-focused by being risk-aware, inquiring and inquisitive about improvement ideas.
  • Resolute in taking responsibility for achieving goals and adapting to changing business needs and work demands.
  • Acts with integrity and applies an ethical approach in their dealings with others, including supporting an inclusive culture and treating colleagues and external stakeholders fairly and with respect.
  • Flexible, enthusiastic and resilient, staying positive when under pressure.
  • Collaborative and works effectively with colleagues and external stakeholders, supporting others when setbacks occur.
Apprenticeship category (sector)
Legal, finance and accounting
Qualification level
3
Equal to A level
Course duration
18 months
Maximum funding
£13,000
Maximum government funding for
apprenticeship training and assessment costs.
Job titles include
  • Collections team leader
  • Credit controller
  • Credit risk analyst
  • Debt collection specialist
  • Debt recovery specialist
  • Enforcement agent

View more information about Senior credit controller and debt collection specialist (level 3) from the Institute for Apprenticeships and Technical Education.