Collections Advisor Review

Understanding the customer’s situation whilst making decisions that is both best for the customer and the Bank to try and restore financial stability. We take calls and use effective questioning and listening skills to quickly establish a rapport with the customer to build a relationship and help them through their financial difficulties.

I have learnt how to have conversations with people over the phone using empathy and trying to understand how many different situations can effect people and their day to day life. I have learnt how to use many systems I would have not seen or used before. Learnt a number of skills by attending course and training also.

I do enjoy my job as I enjoy the people i work with, I have great management and support within my team too. I have never worked in a call center before so it is something completely different for me, I have learnt within time that I do prefer dealing with customers face to face.

I feel my job is well structured as we have different rotated shifts on a 3 weekly basis so it makes sure that there are enough people on the phones to take the calls as we deal with HSBC and John Lewis Customers. Also we have a canvas that advises us if there are any calls in queue or what situation a colleague is in whether they be on lunch, wrapping up a call or on a call.

I feel that a receive a lot of help and support from my managers and my team. If I am ever stuck on a call or have to deal with a difficult customer, my team all work together to help come up with answers or managers sometimes will take over a call for you if it gets escalated.

I feel that more could maybe be done in regards to training with the apprenticeship. We see our talent coach once a month if that and although we can ask questions and advise her if we are stuck, I still feel there is no structure as support with going through topics etc.

I don't feel as though the apprenticeship really helps me perform better in my role, there are a topics within the RCBC book that have helped me understand banking as a whole (not just relating to HSBC Repayment services way) which broadens my knowledge for the future.

We receive a 'newsletter' on a weekly basis advising colleagues if there are any social events coming up within the business, or any volunteering work that people can attend during work hours. I am not the biggest fan of sport so I am genuinely unsure if there are any sports teams.

Yes

I am only going off the department I work within and how we deal and speak with customers. I feel we are very understanding and we are here to help the customers. This may be different within other departments as my team deal with people with closed accounts and who now owe us debt.

My advice to anyone that wanted to apply for HSBC is to research the company and if you are successful to get the job then whilst you are being trained note everything you are told as you will never know when you might use it.