Collections Advisor Review

Take calls on a daily basis, dealing with customers who have fallen into arrears for different reasons. My role includes completing refunds where appropriate, setting repayment solutions or providing guidance on managing their account, including providing details for free debt advice where necessary. I also have to look to release funds that have came into the account from wages or benefits if the customer is in arrears and requires it for priority living expenses. I also work directly with other departments such as fraud, customer services, bereavement and complaints to provide the best outcome for the customer.

I have developed my ability to empathise and sympathise with other individuals, work as part of a team and experience working in a call centre. In terms of skills I have obtained, I now have a greater understanding of how bank accounts work in terms of charges and arrears, and what happens in the case of external debt collections agencies getting involved.

I enjoy what I do, in terms of helping customers out. However I feel we don't get many benefits from the job we do, even though it is a hard role and everyone acknowledges that it is a hard role. I feel the pay doesn't reflect the role we are required to do, and there aren't really any perks to the role.

In terms of the apprenticeship, we haven't heard a thing regarding it since initial training. Therefore I wouldn't say it is very organised at all. We heard confirmation that they have had to change provider for the apprenticeship however we haven't heard anything since, other than being made aware we are doing one.

In terms of my line manager, I get loads of support from her. However in terms of the company as a whole I don't feel very supported. We receive contact via email from the high up managers as a general communication, however we have no understanding of how our role supports the business and most extra work we aren't required to do goes unnoticed.

In terms of the apprenticeship, we haven't heard a thing regarding it since initial training. Therefore I wouldn't say we have had any support at all. We heard confirmation that they have had to change provider for the apprenticeship however we haven't heard anything since, other than being made aware we are doing one.

In terms of the apprenticeship, we haven't heard a thing regarding it since initial training. Therefore I wouldn't say it is very helpful at all. We heard confirmation that they have had to change provider for the apprenticeship however we haven't heard anything since, other than being made aware we are doing one.

I haven't heard anything in regards to any extra-curricular activities at Santander that I can get involved with. If I had the possibility to do so, I would potentially take part in any social activities and sports teams linked with Santander as it's something I am enthusiastic about. But otherwise we have been left in the dark about this.

No

Overall, I haven't heard much about any perks for working with Santander, especially with the role I have. And again, we have heard nothing regarding the apprenticeship either meaning we haven't had much support. We haven't been made aware of when our next meeting will be with the apprenticeship team, and again, we haven't heard much in terms of what perks we have, and we also don't learn anything in regards to products customers have or different departments that there are so I feel we detriment customers sometimes

Be aware it is a difficult job, it's hard work and you need to be constantly aware of what you are doing, what you are saying on the call and even off the call. It is a good company, however you don't learn much aside from what your actual role is