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Apprenticeship training course

Credit controller and collector (level 2)

Monitor and manage customer accounts, follow financial policies to collect money owed to organisations.

Qualification level
Equivalent to GCSE.
Typical duration
12 months
Apprenticeship category
Legal, finance and accounting
Maximum funding
Maximum amount government will fund
for apprenticeship training.
Also known as
  • Agent third party collection
  • Credit controller credit collector
  • Debt collection
Skills an apprentice will learn
  • Service delivery: Delivers excellent service to customers using the organisation’s systems and processes; contributes to individual and team objectives, in line with the employer’s policy; works in a way which reflects organisational values and complies with standards and regulatory requirements; carries out a range of tasks which may include credit application processing, cash allocation and reconciliation; proactive contact with customers to collect outstanding balances, debt; maintaining accurate records of communications, actions; straight-forward dispute resolution; and recommending write offs.
  • Work planning: Organises their own accounts, completing tasks to required deadlines. Tracks individual customer accounts where necessary. Takes ownership through to completion, escalating when required, e.g. potential debt risk.
  • Teamwork: Consistently supports colleagues and collaborates to achieve results. Builds and maintains good working relationships within teams and with other business areas where necessary. Aware of own role in the team and the impact on others.
  • Communication and relationship building: Communicates effectively with customers and colleagues, using sound interpersonal skills, a range of media and appropriate language, e.g. phone, email, SMS, letter and face-to-face. Builds good relationships with customers, recognising their relationship with and their importance to the organisation while dealing with a potentially difficult topic. Adapts their style to that of the customer and actively listens to understand their needs. Handles difficult and sensitive situations professionally when they occur, e.g. regarding overdue accounts, working to support and retain a positive relationship with the customer.
  • Negotiation and decision making: Works with customers to identify mutually acceptable solutions to credit issues, within organisational guidelines. Takes ownership through to resolution, escalating where necessary.
  • Continuous improvement: Identifies opportunities to improve work practices and successfully implements changes that are required.
  • Personal development: Seeks feedback and acts on it to improve their performance. Builds their own capability through ownership of their own development, working with their manager. Keeps up to date with relevant changes.

Full information on Credit controller and collector (level 2) is available from the Institute for Apprenticeships and Technical Education.

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