Job Title: Apprentice Debt Collection Officer (Customer Service Specialist Level 3)

Location: Chesham, Buckinghamshire

Apprenticeship Duration: 18 months

Salary: £21,000

Overview:

We are a licensed and regulated Debt Collection Agency, specializing in cross-border debt recovery. We work with UK citizens who have incurred consumer debt from financial institutions in the Middle East. As a business regulated by the Financial Conduct Authority (FCA), we are committed to the highest standards of professionalism and compliance.

We are looking for an Apprentice Debt Collection Officer to join our team and gain valuable experience while working towards a Customer Service Specialist Level 3 qualification. This apprenticeship will provide you with the skills and knowledge needed to handle complex debt collection cases, including international regulations, while providing excellent customer service.

Key Responsibilities:

Support the management of a portfolio of cross-border debts, assisting UK citizens with outstanding balances on loans from Middle Eastern banks.
Communicate with clients via phone, email, and written correspondence to discuss and negotiate debt repayment plans.
Provide expert customer service by offering clear advice on debt repayment options, while maintaining a professional and empathetic approach to sensitive financial situations.
Manage international debt recovery issues, ensuring an understanding of the complexities of dealing with foreign financial institutions and international payment systems.
Ensure compliance with all relevant UK and international laws, including Financial Conduct Authority (FCA) regulations, data protection laws, and cross-border debt collection rules.
Accurately document all communications and agreements in line with company procedures and legal requirements.
Work with senior team members to escalate cases when necessary, especially those requiring legal intervention or complex dispute resolution.
Participate in training sessions to learn about the intricacies of cross-border debt collection, foreign jurisdictions, and international consumer protection laws.
Handle complaints and disputes, ensuring they are resolved in line with industry standards and internal policies.
Assist in reporting and administrative tasks to ensure debt recovery efforts are well-documented and compliant with all regulatory frameworks.

Requirements:

Excellent verbal and written communication skills, with an ability to handle challenging customer interactions in a professional manner.
Strong organizational skills with the ability to prioritize tasks and manage multiple cases effectively.
Attention to detail and the ability to manage complex and sensitive information.
Problem-solving skills and a proactive approach to learning and development.
Empathy and understanding, particularly in dealing with individuals in difficult financial situations, or suffering from other vulnerabilities.
Ability to maintain composure and professionalism in high-pressure environments.
A keen interest in customer service and an eagerness to develop expertise in debt collection, particularly in the context of cross-border debt recovery.
A willingness to pursue a Level 3 qualification in Customer Service Specialist through the apprenticeship program.
GCSEs in English and Mathematics (or equivalent).
Good IT skills
A Clear DBS police check

Desirable:

Experience in any customer service role.
A basic understanding of financial products (including credit cards and unsecured consumer loans).
A basic understanding of customer vulnerabilities.

What We Offer:

A structured apprenticeship that will provide you with a professional qualification (Customer Service Specialist Level 3).
A unique opportunity to learn about the complexities of cross-border debt collection in an international setting.
Comprehensive on-the-job training, including exposure to various legal and financial aspects of debt collection and customer service.
Competitive salary and benefits package.
A supportive and professional team environment, helping you to develop the skills needed to succeed in a specialised financial sector.

How to Apply: Please apply by using www.findapprenticeship.service.gov.uk

Apprentice Debt Collection Officer (Office Based) – Find an apprenticeship – GOV.UK

Job Type: Full-time

Pay: £20,999.00-£21,000.00 per year

Benefits:

On-site parking

Schedule:

Monday to Friday

Work Location: In person

Application deadline: 04/05/2025

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Apprentice Debt Collection Officer (Customer Service Specialist Level 3)