Reference Quantity: ST0176

Particulars of normal

Position and occupation:

Credit score Controller and collector

Occupational profile:

Credit score administration is a dynamic perform discovered throughout all sectors of UK and worldwide commerce and provides a spread of difficult and fascinating specialisms. Given the significance of credit score administration and collections, roles are central to many operations, usually setting insurance policies, facilitating gross sales, managing monetary danger and buyer

relationships. By this work credit score administration protects money move and facilitates all wider enterprise exercise.

Business groups have vital duty and handle excessive worth accounts. Roles are usually fast-paced and goal pushed, requiring detailed information of legislation, laws and the enterprise setting, and expert practitioners possess wonderful technical and interpersonal abilities. Credit score administration and collections are rewarding profession selections for self-motivated and enthusiastic people who would take pleasure in a various function working on the centre of operations.

Position profile

Inside this, the main focus of the Credit score controller and collector function is usually to observe and handle buyer accounts; observe organisational insurance policies to gather monies owed and be certain that work high quality targets are met. This requires proactive interplay with prospects who haven’t paid or who’ve reached credit score limits or phrases in an effort to minimise dangerous money owed whereas retaining constructive relationships for the long run. The vary of actions inside the function might embody, however will not be restricted to, processing credit score purposes; agreeing credit score phrases and/or fee preparations; invoicing; monitoring fee; allocating and reconciling money; proactively contacting prospects to gather debt, excellent balances; resolving straight-forward disputes; debt help, and recommending write offs.

Typical job titles:

Credit score controller credit score collector, Debt assortment and Agent third celebration assortment

Necessities – Data, abilities and behaviours that the apprentice will exhibit on completion:


What’s required

Credit score administration

Broad understanding of the ideas of credit score administration and collections along with a sound understanding of organisational insurance policies and methods used of their function, e.g. credit score phrases; use of exterior sources of knowledge, e.g. credit score scores; and insurance policies for dealing with susceptible prospects.

Regulatory and compliance

Broad understanding of the authorized, regulatory, danger and compliance framework inside which they function, with a sound understanding of related danger and compliance necessities for his or her function, e.g. credit score administration insurance policies, knowledge safety, treating prospects pretty, doubtlessly fraudulent transactions, together with anti-money laundering preparations and monetary and sector regulatory necessities relying on the kind of collections.

Trade and organisation understanding

Understands skilled requirements; the character and priorities of the organisation they work in; organisational ‘values’; and the place their function matches within the organisation. Understands the totally different areas of the organisation that they should work with, e.g. gross sales.

Services and products

Broad understanding of the services provided to prospects by their organisation, along with sound information of the services that they help, and the way their function helps the supply of those services.

Techniques and processes

Understands the methods, instruments and processes used within the function, along with the requirements to be met, together with IT instruments.


What’s required

Service supply

Delivers wonderful service to prospects utilizing the organisation’s methods and processes; contributes to particular person and group goals, in step with the employer’s coverage; works in a manner which displays organisational values and complies with requirements and regulatory necessities; carries out a spread of duties which can embody credit score utility processing, money allocation and reconciliation; proactive contact with prospects to gather excellent balances, debt; sustaining correct data of communications, actions; straight-forward dispute decision; and recommending write offs.

Work planning

Organises their very own accounts, finishing duties to required deadlines. Tracks particular person buyer accounts the place mandatory. Takes possession via to completion, escalating when required, e.g. potential debt danger.


Constantly helps colleagues and collaborates to realize outcomes. Builds and maintains good working relationships inside groups and with different enterprise areas the place mandatory. Conscious of personal function within the group and the influence on others.

Communication and relationship constructing

Communicates successfully with prospects and colleagues, utilizing sound interpersonal abilities, a spread of media and applicable language, e.g. cellphone, electronic mail, SMS, letter and face-to-face. Builds good relationships with prospects, recognising their relationship with and their significance to the organisation whereas coping with a doubtlessly troublesome subject.  Adapts their fashion to that of the client and actively listens to know their wants. Handles troublesome and delicate conditions professionally once they happen, e.g. concerning overdue accounts, working to help and retain a constructive relationship with the client.

Negotiation and choice making

Works with prospects to establish mutually acceptable options to credit score points, inside organisational pointers. Takes possession via to decision, escalating the place mandatory.

Steady enchancment

Identifies alternatives to enhance work practices and efficiently implements modifications which are required.

Private growth

Seeks suggestions and acts on it to enhance their efficiency. Builds their very own functionality via possession of their very own growth, working with their supervisor. Retains updated with related modifications.


What’s required

Honesty & Integrity

Truthful, honest and reliable of their actions. Reveals integrity by doing the suitable factor. Maintains applicable confidentiality always.


Adapts positively to altering work priorities and patterns when new duties have to be carried out or necessities change.


Shows vitality and enthusiasm in the way in which they go about their function, dealing positively with setbacks once they happen. Stays constructive underneath stress.

Entry necessities

Particular person employers will set the choice standards for his or her Apprenticeships. It is strongly recommended that employers might want most candidates to have Degree 2 Maths and English. Different related or prior expertise can also be thought of instead.


The size of this apprenticeship is usually 12 – 18 months.


There are not any required {qualifications} for this apprenticeship. Apprentices with out degree 1 English and Maths might want to obtain this degree and take the check for degree 2 English and maths previous to completion of their apprenticeship.


This apprenticeship is prone to be an entry degree function to the organisation. On completion of this apprenticeship, the apprentice can be absolutely competent within the function and might proceed to develop their profession inside the organisation via a spread of potential pathways. These embody senior credit score controller and collector, credit score danger analyst, group chief and credit score supervisor. If the apprentice chooses to review the recommended CICM qualification, they may turn out to be affiliate members of the Chartered Institute of Credit score Administration. It will put them on the pathway in direction of full qualification as a credit score supervisor and full skilled membership of the Chartered Institute of Credit score Administration.


It is a Degree 2 apprenticeship.

Evaluate date

After 3 years or when vital change is required.

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