Reference Quantity: ST0175

Particulars of ordinary

Position, occupation:

Superior credit score controller and Debt assortment specialist

Occupational profile:

Credit score administration and debt assortment is a dynamic operate discovered throughout all sectors of UK and worldwide commerce. Given the significance of credit score administration and debt assortment, roles are central to many operations, sometimes setting insurance policies, facilitating gross sales, managing monetary threat and buyer relationships. Credit score administration sometimes manages and protects money stream, whereas debt assortment focuses on overdue, late or unpaid cash owed to the organisation. Roles are usually fast-paced and goal pushed, requiring detailed information of legislation, laws and the enterprise atmosphere, and expert practitioners possess glorious technical and interpersonal expertise. They’re rewarding profession decisions for self-motivated and enthusiastic people who would take pleasure in a various position working on the centre of operations.

Position Profile

Inside this, the main target of the Superior Credit score Controller and Debt Assortment Specialist position is usually to work with inside and exterior clients, each industrial and/or shopper, to make sure that the money stream of their organisation is maximised whereas attaining honest buyer outcomes. This requires proactive complicated interplay with clients who’re excessive threat due, to e.g. having a number of money owed, constantly reaching credit score limits or breaching credit score agreements, lacking repayments to minimise and/or get well dangerous money owed whereas retaining optimistic sustained relationships. The vary of actions is printed within the examples contained within the Normal under. Along with the core necessities of the apprenticeship, considered one of three specialist choices have to be accomplished. These are:

  • Credit score threat – advising on credit score coverage and making selections on credit score limits and in some instances complicated and non-routine credit score preparations.
  • Superior Collections – managing complicated buyer relations to resolve cost points or establish potential buyer vulnerability via using recognised related evaluation frameworks (e.g. TEXAS Mannequin, Widespread Monetary Assertion, understanding of insolvency laws). Examples may embody important company enterprise or clients in complicated monetary difficulties or susceptible circumstances.
  • Enforcement and restoration – making use of in-depth understanding of statutory and/or non-statutory enforcement options within the restoration of debt


Necessities – Core information, expertise and behaviours for a sophisticated credit score controller and debt assortment specialist:



What is required

Credit score Manag’t and debt assortment

Good understanding of the rules of credit score administration and debt assortment along with a sound understanding of organisational insurance policies and strategies used of their position.

Authorized, regulatory and compliance

Good understanding of the authorized, regulatory, threat and compliance framework inside which they function, with a sound understanding of related authorized, threat and compliance necessities for his or her position, e.g. related industrial or shopper credit score legislation, credit score administration insurance policies, knowledge safety, treating clients pretty, complaints dealing with, probably fraudulent transactions, together with anti-money laundering preparations and related monetary and/or sector regulatory necessities relying on the main target of their position.

Trade and organisation understanding

Understands skilled requirements; the industrial context, nature and priorities of the organisation they work in; the tip to finish buyer journey; how clients handle their cash, e.g. as people or companies; organisational ‘values’; and the place their position matches within the organisation. Understands the completely different areas of the organisation that they should work with to ship the very best answer for the client and enterprise, and the character of interactions with them, e.g. with Gross sales, Buyer Providers, Underwriting.

Services and products

Broad understanding of the services provided to clients by their organisation, along with sound information of the services that they assist, together with their options and advantages, along with how their position helps the supply of those services.

Programs and processes

In-depth understanding of the methods, instruments and processes used within the position (see examples within the Normal), along with the requirements to be met, together with IT instruments..


What’s required

Managing relationships with clients

Delivers glorious service, figuring out and assembly buyer wants. Develops sturdy, optimistic and sustained relationships with clients, recognising the enterprise context of their relationship and their significance to the organisation whereas coping with a tough matter. Makes use of questioning successfully to completely perceive the client’s monetary scenario or specialist wants and necessities(as recognized via triggers or different recognised frameworks) and develop acceptable options. Capable of establish, defuse, resolve tough and delicate and/or susceptible conditions professionally once they happen, e.g. relationship breakdowns, fraud, disputes, psychological well being issues, insolvencies, working to maintain a optimistic relationship with the client.


Actively listens to grasp the client’s circumstances. Communicates successfully with clients and colleagues in any respect ranges, constructing rapport and defusing emotive conditions. Makes use of sound interpersonal expertise, a variety of media, e.g. cellphone, electronic mail, SMS, letter and face-to-face and acceptable language, e.g. avoiding jargon.

Negotiation and resolution making

Makes use of a variety of negotiating expertise to work with clients to establish mutually acceptable options and outcomes to credit score and debt points, inside organisational and compliance tips, e.g. negotiating sustainable reimbursement plans. Follows via and re-negotiates sensitively in tough conditions, e.g. defaults. Takes possession via to decision, escalating the place vital.

Delivering outcomes

Makes use of a variety of methods and processes to ship companies to clients. Takes the initiative to fulfill difficult particular person and staff efficiency measures in keeping with organisation coverage, values, requirements and authorized and/or regulatory necessities. Carries out a variety of duties which can embody proactive contact with clients to gather excellent balances and/or debt; money allocation, journals and reconciliations; managing ledgers; producing required stories; sustaining correct data of communications and actions; dispute decision; actioning and/or recommending write offs. Plans and organises work to fulfill their commitments and/or KPIs. Takes possession via to completion, escalating when exterior the boundaries of their position, e.g. potential authorized points, clients in susceptible conditions.


Constantly helps colleagues and collaborates to attain outcomes. Builds and maintains good working relationships inside groups and with different enterprise areas, e.g. Gross sales, Compliance and High quality staff. Conscious of personal position within the staff and the impression on others.

Steady enchancment

Identifies alternatives to enhance work practices. Takes possession of particular adjustments via to implementation the place acceptable

Private growth

Seeks suggestions and acts on it to enhance their efficiency. Builds their very own functionality via possession of their very own growth, in session with their supervisor. Retains updated with related adjustments. Helps others of their growth via mentoring and training the place acceptable.


What’s required


Truthful, honest and reliable of their actions. Exhibits integrity by doing the proper factor. Maintains acceptable confidentiality always.


Adapts positively to altering work priorities and procedures when new duties must be executed or enterprise necessities change.


Shows power and enthusiasm in the best way they go about their position, dealing positively with setbacks once they happen. Stays optimistic below stress.

Specialist choices

the apprentice will full one of many following choices (relying on their particular position):

Credit score threat


What is required

Regulatory and organisation necessities

Understands the enterprise atmosphere, regulatory necessities and organisational insurance policies and/or procedures that present the framework for assessing credit score threat. Understands and know find out how to use related info and specialist instruments.


What’s required

Evaluation and resolution making

Capable of evaluation and analyse buyer functions, search extra info the place vital and make selections on credit score limits in keeping with regulatory and organisational necessities, referring upwards the place vital.

Advance collections


What’s required

Technical necessities

Understands the detailed technical necessities and organisational insurance policies and/or procedures that apply to their position. (For a Industrial position this will embody understanding and deciphering contractual and firm info, together with accounts; coping with multi-site organisations. For a Client position this will embody understanding earnings and/or expenditure info; a number of debt conditions; find out how to establish and deal with susceptible clients).


What is required

Managing complicated relationships

Capable of cope with comparatively complicated buyer relationships, resolving points (together with complaints) and making suggestions exterior commonplace processes the place the client’s scenario requires this. (For a Industrial position this will embody coping with important company or different third celebration relationships. For Client roles this will embody coping with clients in susceptible circumstances figuring out their ‘frame of mind’ and creating acceptable options with them.)

Enforcement and restoration 


What is required

Regulatory and organisation necessities

Perceive the authorized and/or regulatory necessities and organisational insurance policies and/or procedures that present the framework and set off factors for enforcement and/or restoration motion. Know the vary of choices, each inside and exterior, which can be accessible.


What’s required

Evaluation and resolution making

Capable of evaluation and analyse the client’s scenario and make selections on acceptable enforcement and/or restoration motion in keeping with regulatory and organisational necessities. Takes selections that maximise the result for the organisation and are acceptable given the client’s engagement.

Job titles

Typical job titles: Finance controller, Credit score and assortment consultant, Collections agent and Collections adviser

Entry necessities 

Particular person employers will set the choice standards for his or her apprenticeships. It’s endorsed that employers might want most candidates to have Degree 2 maths and english. Different related or prior expertise may be thought of in its place.


The size of this apprenticeship is anticipated to be sometimes 18-24 months.


  • London institute of banking and finance: The LIBF Certificates in shopper debt assortment is being withdrawn. Any apprentice presently on programme and enterprise this qualification can be required to take a seat the examination on or earlier than 8 October 2021.
  • Chartered Institute of Credit score Administration:
    As of 1 January 2021 all new apprentices:

      • Diploma in Credit score and Collections


      • Diploma for the Debt Assortment Trade

    Present apprentices, who’re half approach via CICM research, can both proceed on their qualification listed under:

      • Diploma in Credit score Administration


      • Diploma in Debt Assortment


      • Diploma for the Debt Assortment Trade
        or swap to the brand new CICM Diploma in Credit score and Collections above if their alternative of items permits. All apprentices who proceed on the CICM Diploma in Credit score Administration or CICM Diploma in Debt Assortment should cross this by 31 December 2022, after which level the qualification is to be withdrawn by CICM.

Professional recognition and development

This commonplace permits the apprentice to use for skilled membership of the Chartered Institute of Credit score Administration or the London Institute of Banking & Finance, relying on which qualification is taken.

On completion the apprentice can be absolutely competent within the position and might proceed to develop their profession inside the organisation via a variety of attainable pathways. This might embody staff chief, credit score  and assortment supervisor or a extra specialist position resembling coping with delicate instances and senior credit score threat analysts. Following the withdrawal of the LIBF Certificates in shopper debt assortment it is going to now not be attainable to use for skilled recognition with LIBF by way of this apprenticeship. For these already working in direction of LIBF certificates, skilled recognition ought to nonetheless be accessible as an possibility upon profitable completion of this apprenticeship if the examination is sat on or earlier than 8 October 2021.


It is a Degree 3 apprenticeship.

Overview date

After 3 years or when important change is required.


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