level 2 credit control and collections
TRANSCRIPT
Level 2 Credit Control and CollectionsApprenticeship
Credit Services Association (CSA)
Apprenticeships Programme Overview
Unit 1: Key Principles of Credit Control
• The origin and types of debt.• How public and private debt is recovered.• The difference between secured and
unsecured debt.• The types of business commonly involved
in the recovery of debt.• The variances of Debt within the debt
collection industry.• Differences between FCA regulated debt
and other debt.• Define the key elements associated with
consumer debt.
Unit 3: Collection Methods
• Be able to classify the different collectionmethods used within the credit controland debt collection industry.
• Understand the importance of validatingcredit information prior to entering into acollection arrangement with a debtor.
• Be able to describe your organisationprocedures when contacting with adebtor.
• Understand the different repaymentsolutions that can be offered to recoverand outstanding debt.
Unit 2: Understanding your Own Firm
• The products and services offered tocustomers by their organisation.
• Understand in detail the products andservices you support.
• Understand how your role supports thedelivery of these products and services
• Understand your organisation’sprocedures when contacting a debtor.
• Understand the standards to be met inusing these systems and processe.
Unit 4: Legislation and Regulation that Governs Collections
• Understand the scope of the legalframework that governs collections.
• Understand the regulatory environmentand its impact on own firm.
• Understand how to meet standards andrequirements.
• Understand the relationship between theregulatory environment and the customer.
Cash-flow is essential for all businesses, whether you provide services to consumers or to other businesses. Ensuring your credit controllers are operating at the best level possible gives you the cash you need to grow.
The Level 2 Apprenticeship in Credit Control/Specialist Collections is ideal for those who are new to credit control or debt collection.
We are also able to “build in” your internal training in order to save resource and ensure the qualification fully applies to your firm.
Length of course12 months
Number of units8 units
Blended learning approach• Attendance at workshops• e-Learning• Structured workplace learning• Tutorials from experienced tutors• Mini-projects
Units
Unit 5: Collections Skills
• Organise own accounts, completing tasksto required organisational deadline.
• Track individual customer accounts wherenecessary, taking appropriate action.
• Take ownership through to completion,escalating when required.
Unit 6: Teamwork
• Support colleagues/collaborate to achieveresults.
• Build/maintain good working relationshipswithin teams and with other businessareas where necessary.
• Demonstrate awareness of their own rolein the team and the impact on others.
Unit 7: Customer Service to Customers who are Challenging or in Vulnerable or Potentially Vulnerable Circumstances
• Understand the delivery of customerservice to challenging customers.
• Be able to deal with challengingcustomers.
• Know how to work within a team.• Know how to review performance of a
team.• Understand how to support customer
service improvements.• Be able to identify the potential for
improvements to customer service.• Be able to support the implementation of
improvements to customer service.
Unit 8: Own Performance
• Accept feedback and act on it to improveown performance,
• Build own capability through ownership ofown development.
• Keep up to date with relevant changeswithin the business.
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t: 0191 217 0775e: [email protected]: www.csa-uk.com